[Hiring] Senior Customer Success Manager @Wonderlic

Role Description

Wonderlic is always on the lookout for a dynamic and commercially oriented Senior Customer Success Manager (CSM) with deep expertise in the HR technology space. This pivotal role is not just about maintaining client relationships—it’s about driving revenue growth through renewals and expansion, while developing successful long-term partnerships, ensuring our clients derive maximum value from our offerings.

Your Impact

As a Senior Customer Success Manager, your primary goal will be to drive revenue growth by ensuring customer satisfaction and loyalty. You will leverage your sales acumen and HR tech expertise to manage a diverse portfolio of existing customers, building strong relationships and acting as a trusted advisor.

What You’ll Do

• Drive Growth and Retention:
  • Proactively identify opportunities within your existing customer base to drive renewals and expansion, meeting and exceeding revenue targets.
  • Cultivate strong client relationships through strategic conversations that align Wonderlic's solutions with the client's business objectives.
• Customer Engagement:
  • Serve as the primary point of contact for customers, representing their voice to internal teams, and ensuring smooth transitions between Sales and Customer Success.
  • Conduct business reviews to assess and ensure the value realization of our products and develop tailored action plans to address any issues.
• Renewal and Expansion Cycle Management:
  • Manage and drive opportunities through the sales cycle, from identifying needs to closing renewals and expansions.
  • Use customer health monitoring tools to identify and mitigate risks, ensuring a proactive approach to customer success.
• Product and Market Expertise:
  • Develop and maintain deep knowledge of new and existing product offerings, industry trends, and competitive conditions to provide strategic insights and recommendations.
  • Introduce new products and features to customers, ensuring they are fully informed of their value and benefits.
• Customer Advocacy and Feedback:
  • Function as a customer advocate within the company, streamlining the customer experience to prevent turnover.
  • Create feedback loops between customers and product teams to identify and remove barriers to customer adoption.

Qualifications

• 5+ years of SaaS Customer Success or Account Management experience, ideally in HR technology solutions (Recruiting, HCM, LMS, etc.).
• Proven track record of managing a portfolio of accounts, securing renewals, and driving revenue growth through cross-sell and upsell opportunities.
• Strong sales acumen, with excellent communication, negotiation, and relationship-building skills with HR and L&D decision-makers.
• Analytical skills and the ability to leverage data to guide client conversations and uncover opportunities.
• Proactive and collaborative mindset, with the flexibility to thrive in a fast-paced environment.

Requirements

• Recognized for exceptional commercial achievements and consistently exceeding targets – especially in formalized recognition programs.
• A strong track record of meeting and surpassing expectations.
• Demonstrated ability to achieve long-term success and growth within previous roles.
• Extensive experience in B2B SaaS Customer Success, ideally with HR technology solutions (Recruiting, HCM, LMS, etc.).
• Deep understanding of the challenges faced by HR, Recruiting, and Employee Development leaders.
• Recognized subject matter expert with experience coaching or mentoring others.
• Naturally curious and creative in your approach to solving problems.

Benefits

• Work from anywhere in the United States.
• Four-day work week.
• Generous PTO plus a paid company shutdown from 12/24 to 1/1.
• Benefits include medical, dental, vision, 401k with matching, paid new parent leave.