Customer Success Manager

Role Overview

The Customer Success Manager will support a scalable, one-to-many customer success model for Powerpay customers, with a focus on identifying risk, driving adoption of key capabilities, improving customer outcomes, and reducing preventable churn.

What You Will Do

The Customer Success Manager will monitor customer health signals, identify customers or customer segments showing signs of risk, disengagement, dissatisfaction, or reduced value realization, and execute proactive, targeted outreach to improve customer outcomes.

Why It Might Be a Fit

The ideal candidate will be proactive and outcome-focused, comfortable working in a one-to-many customer success model, and able to balance customer needs with scalable operations.

Requirements

• 3–5+ years’ experience in customer success, customer support, implementation, operations, service delivery, or account management
• Experience in SaaS, payroll, HR technology, or workflow software preferred
• Strong Powerpay product knowledge or ability to quickly develop deep product understanding
• Understanding of customer lifecycle management, adoption, retention, customer health, and value realization concepts
• Experience supporting multiple customers, segments, campaigns, or workstreams in a high-volume environment
• Ability to identify risk patterns using customer data, case trends, adoption metrics, lifecycle triggers, and customer feedback
• Strong written and verbal communication skills, with the ability to simplify complex topics for customers
• Comfort working with Salesforce, Pendo, dashboards, reporting tools, or similar systems
• Strong cross-functional collaboration skills, including the ability to work effectively with Implementation, Support, Product, Sales, Retention, and Operations teams
• Proven ability to take ownership, solve problems, and improve processes in an evolving environment

Benefits

• Excellent time away from work programs
• Comprehensive wellness initiatives
• Recognition through competitive pay and benefits
• Opportunities for personal and professional growth
• Volunteer days and charity support

Tagged as: Salesforce