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Role Description

We’re looking for a relationship driven Customer Success Manager to support a portfolio of Midmarket or Enterprise customers. In this role, you’ll become a trusted advisor, driving adoption, value, and customer satisfaction. You’ll collaborate closely with Account Management to identify expansion opportunities and ensure customer satisfaction.

The Opportunity

• Build strong, multi-threaded relationships with customer stakeholders
• Lead executive business reviews and create tailored success plans
• Drive platform adoption and customer engagement through consultative guidance
• Monitor usage, identify risks, and execute mitigation strategies
• Collaborate with Account Managers to support renewal and growth motions
• Partner cross-functionally with Product, Support, Sales, and Operations
• Surface customer feedback and advocate for platform and process improvements
• Foster customer advocacy through exceptional experiences

Success Looks Like

• Strong, trusted customer relationships
• Increased adoption and value realization
• Early risk identification and effective mitigation
• High-quality strategic reviews and success plans
• Strong partnership with Account Managers on renewals and expansion
• Accurate account health insights and CRM updates
• Positive customer sentiment and advocacy

Qualifications

• 2+ years in Customer Success or Account Management with midmarket/enterprise clients (HR tech, SaaS, or related fields preferred)
• Experience managing complex, multistakeholder accounts
• Proficiency with Microsoft Office and CRM tools; quick learner of new technologies
• Strong organization and time management in a fast-paced remote environment
• Excellent written and verbal communication
• Confident presenting to and influencing VP and C-Suite stakeholders
• Customer-centric, proactive, and highly self-motivated

Benefits

• Stay healthy and happy with our comprehensive medical, dental and vision plans.
• You can also choose from FSA or HSA options to suit your needs.
• Save for your future with our 401K plan that matches your contributions.
• Enjoy paid leave for various life events, such as sickness, disability, or parenthood.
• Own a piece of the company with our #Allin Shares Program.
• This is a fully remote position.

Perks

• Take a break from work with our unlimited PTO policy to refresh and recharge.
• Company paid holidays, birthday day off, closed 4th of July week and December holiday week, half day summer Fridays and half day first Fridays, and 8 hours of volunteer time.
• Earn extra cash by referring qualified candidates to join our team.
• Access professional and personal support through our employee assistance program.
• Work from anywhere with our remote work environment that fosters collaboration and creativity.
• Join a fun and energetic team that values your suggestions and new ideas.
• Receive a competitive salary and meaningful opportunities for growth.

Learning and Development

• Onboarding: Learn the basics of your role, the company culture, and the expectations from your manager and team. Get familiar with the tools, systems, and processes that you will use in your daily work. Receive feedback and guidance from your mentor and peers.
• Manager training: Develop the skills and competencies to lead, motivate, and empower your team. Learn how to communicate effectively, delegate tasks, set goals, provide feedback, and resolve conflicts. Enhance your emotional intelligence, coaching, and mentoring abilities.
• Leadership training: Grow your leadership potential and influence within the organization. Learn how to inspire and align others with the company vision, mission, and values. Strengthen your strategic thinking, decision making, and problem-solving skills. Expand your network and collaboration with other leaders across functions and levels.
• Industry training: Stay updated on the latest trends, best practices, and innovations in the Employee Relations industry. Gain insights from experts and thought leaders in the field. Apply your learning to improve your performance, quality, and efficiency.