Customer Success Manager
Payactiv provided pay range
This range is provided by Payactiv. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
- Account management from kickoff, activation, launch, account planning, and through the customers' life cycle
- Manage a book of business with a portfolio of employer customers
- The main point of contact for all employer customer account management matters
- Be the product expert and provide product usage training/guidance
- Develop trusted advisor relationships with customer stakeholders and executives
- Deliver Quarterly Account Reviews to customers
- Collaborate with internal teams including activation, Support, finance, and Product to ensure the highest customer satisfaction
- Retain customers through proactive risk identification and mitigation
- Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/locations/regions) with existing customers
- Be the orchestrator during customer escalations ensuring a speedy resolution
- Deliver and exceed on performance metrics (KPIs) defined for this role
- Facilitate customer feedback and work with the product team to enhance/innovate product
- Analyze data through reports and trends, leverage it to drive actions with customers
- Deliver and articulate value to customers through QBR and other methods
- Proven track record of successful customer service/relations skills
- Experience managing/ growing/ retaining clients with 5K+ employees
- Proven work experience of 3-5 years as a CSM in the B2B or B2B2C SAAS/fintech industry
- Experience working with Payroll and/or HCM systems is strongly preferred
- Strong problem-solving and negotiation skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Ability to identify and resolve exceptions and interpret data
- Understanding of communication and marketing strategies
- Demonstrable ability to communicate (written and verbal), present, and influence customer stakeholders including C-level
- Strong presentation, interpersonal, verbal, and written communication skills
- Understanding of performance metrics or KPIs
- Bachelor’s degree, or equivalent work experience
- Health, dental and vision insurance
- 401K, traditional and Roth
- Tuition Assistance or Tuition Reimbursement
- Monthly Gym Reimbursement
- Paid time off to volunteer
- Paid Family Leave (California)
- Paid Vacations
- Complimentary office lunches
- Opportunity to grow
- Opportunity to work with a great team committed to making a difference. Additional commmision based on performance of accounts
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Seniority level
Not Applicable -
Employment type
Full-time -
Job function
Other -
Industries
Financial Services
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