Customer Success Manager supporting public - sector organizations using SymPro treasury management software. Managing relationships, renewals, migrations, and expansion across US and Canadian customers.
About the role
- Customer Success Leader guiding strategic-account teams for Employ’s SaaS hiring platforms. Driving renewals, adoption, retention, expansion, and executive customer relationships.
Responsibilities
- Lead, mentor, and set performance expectations for a team of Customer Success Managers
- Conduct evaluations and provide timely, constructive feedback
- Foster collaboration, accountability, and continuous improvement
- Recruit and hire talent and support onboarding
- Run structured 1:1s reviewing escalations, OKR pacing, cancellation forecasting, and renewal pipeline
- Review customer calls and coach on renewal discovery, negotiation, value/ROI framing, and objection handling
- Run weekly team meetings and audit CRM/customer success platform data quality
- Manage executive-level relationships across High Touch and Strategic Accounts
- Lead or support complex, high-risk, and high-value renewal conversations
- Own the end-to-end renewals process and drive forecast discipline
- Partner with Sales and Finance/Deal Desk on renewal terms
- Ensure outcome-based success plans and adoption playbooks
- Maintain multi-threaded relationships and build second-layer relationships on key accounts
- Own the voice-of-customer loop, including NPS follow-up and detractor action plans
- Own escalations through resolution within SLA
- Develop segment strategy, account coverage, territory design, and resource planning
- Analyze book-of-business trends and develop playbooks for health, adoption, retention, and expansion
- Collaborate with Sales, Product, Marketing, and Support leadership
- Establish KPIs, dashboards, and reporting
- Own segment-level GRR, NRR, churn, uplift, expansion, renewal, forecast, and retention outcomes
- Prepare reports for senior management
- Track team capacity and recommend headcount changes
- Identify skill gaps and implement training/workshops
- Ensure timely enablement completion and maintain product and roadmap expertise
Requirements
- Proven leadership experience in a high-growth, fast-paced SaaS environment
- Minimum of 5 years of relevant experience in Customer Success or Account Management, including 2 years at the leadership level
- Assertive, positive, and effective written and verbal communication
- Strong attention to detail
- Ability to influence credibly at all organizational levels, including executive and C-level
- Ability to learn and articulate new technologies and value propositions quickly
- Ability to thrive in a dynamic, fast-paced environment while managing a high volume of customer interactions and team coaching
Benefits
- Flexible work scheduling
- Paid time off
- Comprehensive benefits package
- Career development opportunities
- Performance bonuses
- Equity
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Degree requirement
No Education Requirement
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