Senior Customer Success Manager - SaaS/HRMS
We are seeking an experienced Senior Customer Success Manager to join our growing team and drive customer satisfaction, retention, and growth across our enterprise client portfolio.
Role Overview: As a Senior CSM, you will be the trusted advisor for our high-value accounts, ensuring they maximize the value of our HRMS platform while achieving their business objectives. You will own the entire customer lifecycle from onboarding through renewal, expansion, and advocacy.
Key Responsibilities:
Account Management & Retention:
-
Manage a portfolio of 50-80 enterprise accounts with a focus on revenue retention and growth
-
Conduct regular account reviews (quarterly/monthly) to assess health, gather feedback, and identify risks
-
Develop and execute success plans aligned with customer business goals
-
Monitor usage patterns, adoption metrics, and health scores to proactively identify at-risk accounts
-
Drive renewal conversations and secure multi-year commitments
-
Achieve NRR (Net Revenue Retention) targets of 110%+ through upsells and expansion
Customer Advocacy & Engagement:
-
Build strong, trust-based relationships with C-level executives, HR heads, and operational stakeholders
-
Serve as the voice of the customer internally, advocating for their needs with Product, Engineering, and Support teams
-
Facilitate executive business reviews showcasing ROI, platform value, and strategic recommendations
-
Transform satisfied customers into advocates through case studies, G2 reviews, and referrals
Problem Resolution & Escalation Management:
-
Own escalations and crisis situations, coordinating cross-functional teams to deliver rapid resolutions
-
Remain composed under pressure during hostile customer interactions
-
Document issues systematically and drive root cause analysis
-
Collaborate with Support and Engineering to resolve technical challenges impacting customer experience
Product Adoption & Optimization:
-
Drive deep product adoption across all purchased modules (Payroll, Attendance, Recruitment, Performance, etc.)
-
Identify underutilized features and conduct training sessions to maximize platform value
-
Share best practices and industry benchmarks to help customers optimize their HR operations
-
Create custom success plans addressing specific business challenges and compliance requirements
Data-Driven Decision Making:
-
Analyze customer data, usage trends, and engagement metrics to identify opportunities and risks
-
Maintain accurate account records, health scores, and activity logs in CRM/CS platforms
-
Generate insights and reports for leadership on portfolio health, churn risks, and expansion opportunities
-
Track and report on key metrics: CSAT, NPS, churn rate, expansion revenue, time-to-value
Cross-Functional Collaboration:
-
Partner with Sales during handoff and expansion opportunities
-
Work closely with Implementation teams to ensure smooth onboarding experiences
-
Collaborate with Product Management on feature requests and roadmap prioritization
-
Coordinate with Support Leadership on service quality improvements and escalation protocols
Strategic Initiatives:
-
Contribute to playbook development for common customer scenarios (onboarding, at-risk, expansion)
-
Mentor junior CSMs and share successful strategies across the team
-
Participate in customer advisory boards and feedback sessions
-
Drive process improvements to enhance customer experience and operational efficiency
Required Qualifications:
Experience:
-
5+ years in Customer Success, Account Management, or related roles in B2B SaaS
-
2+ years managing enterprise accounts with high ACV/ARR values
-
Proven track record of achieving retention and expansion targets
-
Experience with HRMS, payroll systems, or HR technology strongly preferred
-
History of turning around at-risk accounts and managing complex escalations
Skills & Competencies:
-
Exceptional relationship-building skills with C-suite and senior stakeholders
-
Strong business acumen with ability to understand customer ROI and strategic objectives
-
Excellent written and verbal communication skills
-
Data-driven mindset with proficiency in analytics and reporting tools
-
Crisis management capabilities with emotional intelligence and composure under pressure
-
Technical aptitude to understand API integrations, system configurations, and product functionality
-
Project management skills with ability to juggle multiple priorities simultaneously
Technical Knowledge:
-
Familiarity with CS platforms (Gainsight, ChurnZero, Totango) or CRM systems (Salesforce, HubSpot)
-
Understanding of SaaS metrics: MRR, ARR, NRR, churn, CSAT, NPS, health scores
-
Knowledge of HR processes: payroll, attendance, recruitment, performance management, compliance
-
Basic understanding of system integrations and API workflows
Soft Skills:
-
Empathy and customer-first mindset
-
Problem-solving orientation with focus on root cause analysis
-
Ability to remain professional during difficult conversations
-
Proactive and ownership-driven approach
-
Collaborative team player with cross-functional experience
-
Adaptability in fast-paced, evolving environments
Educational Background:
-
Bachelor's degree in Business, HR, Technology, or related field
-
MBA or relevant certifications (e.g., Certified Customer Success Manager) a plus
What Success Looks Like in This Role:
First 90 Days:
-
Complete onboarding and product certification
-
Shadow senior team members on customer calls and account reviews
-
Take ownership of initial account portfolio with support
-
Conduct first round of health assessments and create success plans
First 6 Months:
-
Achieve 95%+ gross retention rate across portfolio
-
Successfully navigate at least one high-risk account save
-
Drive product adoption improvements showing measurable usage increases
-
Establish trusted advisor relationships with key stakeholders
First Year:
-
Exceed NRR targets through strategic expansion opportunities
-
Generate 5+ customer success stories, case studies, or references
-
Mentor at least one junior team member
-
Contribute to playbook development and process improvements
-
Achieve top-tier CSAT and NPS scores from your accounts
Why Join Us:
-
Opportunity to shape the customer success function in a fast-growing SaaS company
-
Work with cutting-edge HRMS technology serving diverse industries
-
Collaborative culture valuing customer obsession and continuous improvement
-
Clear career progression path to leadership roles
-
Competitive compensation including base salary, variable incentives, and equity
-
Comprehensive benefits package and professional development opportunities
Compensation:
-
Base Salary: Competitive market rate based on experience
-
Variable Incentive: Performance-based quarterly/annual bonuses tied to retention and expansion metrics
-
Equity: Stock options for long-term value creation
-
Benefits: Health insurance, learning budget, flexible work arrangements
Location: Remote/Hybrid (specify based on company policy)
Reporting To: Director of Customer Success / VP of Customer Success
If you're passionate about helping customers succeed, thrive in challenging situations, and want to make a measurable impact on business outcomes, we'd love to hear from you.
Senior Customer Success Manager - SaaS/HRMS
We are seeking an experienced Senior Customer Success Manager to join our growing team and drive customer satisfaction, retention, and growth across our enterprise client portfolio.
Role Overview: As a Senior CSM, you will be the trusted advisor for our high-value accounts, ensuring they maximize the value of our HRMS platform while achieving their business objectives. You will own the entire customer lifecycle from onboarding through renewal, expansion, and advocacy.
Key Responsibilities:
Account Management & Retention:
-
Manage a portfolio of 50-80 enterprise accounts with a focus on revenue retention and growth
-
Conduct regular account reviews (quarterly/monthly) to assess health, gather feedback, and identify risks
-
Develop and execute success plans aligned with customer business goals
-
Monitor usage patterns, adoption metrics, and health scores to proactively identify at-risk accounts
-
Drive renewal conversations and secure multi-year commitments
-
Achieve NRR (Net Revenue Retention) targets of 110%+ through upsells and expansion
Customer Advocacy & Engagement:
-
Build strong, trust-based relationships with C-level executives, HR heads, and operational stakeholders
-
Serve as the voice of the customer internally, advocating for their needs with Product, Engineering, and Support teams
-
Facilitate executive business reviews showcasing ROI, platform value, and strategic recommendations
-
Transform satisfied customers into advocates through case studies, G2 reviews, and referrals
Problem Resolution & Escalation Management:
-
Own escalations and crisis situations, coordinating cross-functional teams to deliver rapid resolutions
-
Remain composed under pressure during hostile customer interactions
-
Document issues systematically and drive root cause analysis
-
Collaborate with Support and Engineering to resolve technical challenges impacting customer experience
Product Adoption & Optimization:
-
Drive deep product adoption across all purchased modules (Payroll, Attendance, Recruitment, Performance, etc.)
-
Identify underutilized features and conduct training sessions to maximize platform value
-
Share best practices and industry benchmarks to help customers optimize their HR operations
-
Create custom success plans addressing specific business challenges and compliance requirements
Data-Driven Decision Making:
-
Analyze customer data, usage trends, and engagement metrics to identify opportunities and risks
-
Maintain accurate account records, health scores, and activity logs in CRM/CS platforms
-
Generate insights and reports for leadership on portfolio health, churn risks, and expansion opportunities
-
Track and report on key metrics: CSAT, NPS, churn rate, expansion revenue, time-to-value
Cross-Functional Collaboration:
-
Partner with Sales during handoff and expansion opportunities
-
Work closely with Implementation teams to ensure smooth onboarding experiences
-
Collaborate with Product Management on feature requests and roadmap prioritization
-
Coordinate with Support Leadership on service quality improvements and escalation protocols
Strategic Initiatives:
-
Contribute to playbook development for common customer scenarios (onboarding, at-risk, expansion)
-
Mentor junior CSMs and share successful strategies across the team
-
Participate in customer advisory boards and feedback sessions
-
Drive process improvements to enhance customer experience and operational efficiency
Required Qualifications:
Experience:
-
5+ years in Customer Success, Account Management, or related roles in B2B SaaS
-
2+ years managing enterprise accounts with high ACV/ARR values
-
Proven track record of achieving retention and expansion targets
-
Experience with HRMS, payroll systems, or HR technology strongly preferred
-
History of turning around at-risk accounts and managing complex escalations
Skills & Competencies:
-
Exceptional relationship-building skills with C-suite and senior stakeholders
-
Strong business acumen with ability to understand customer ROI and strategic objectives
-
Excellent written and verbal communication skills
-
Data-driven mindset with proficiency in analytics and reporting tools
-
Crisis management capabilities with emotional intelligence and composure under pressure
-
Technical aptitude to understand API integrations, system configurations, and product functionality
-
Project management skills with ability to juggle multiple priorities simultaneously
Technical Knowledge:
-
Familiarity with CS platforms (Gainsight, ChurnZero, Totango) or CRM systems (Salesforce, HubSpot)
-
Understanding of SaaS metrics: MRR, ARR, NRR, churn, CSAT, NPS, health scores
-
Knowledge of HR processes: payroll, attendance, recruitment, performance management, compliance
-
Basic understanding of system integrations and API workflows
Soft Skills:
-
Empathy and customer-first mindset
-
Problem-solving orientation with focus on root cause analysis
-
Ability to remain professional during difficult conversations
-
Proactive and ownership-driven approach
-
Collaborative team player with cross-functional experience
-
Adaptability in fast-paced, evolving environments
Educational Background:
-
Bachelor's degree in Business, HR, Technology, or related field
-
MBA or relevant certifications (e.g., Certified Customer Success Manager) a plus
What Success Looks Like in This Role:
First 90 Days:
-
Complete onboarding and product certification
-
Shadow senior team members on customer calls and account reviews
-
Take ownership of initial account portfolio with support
-
Conduct first round of health assessments and create success plans
First 6 Months:
-
Achieve 95%+ gross retention rate across portfolio
-
Successfully navigate at least one high-risk account save
-
Drive product adoption improvements showing measurable usage increases
-
Establish trusted advisor relationships with key stakeholders
First Year:
-
Exceed NRR targets through strategic expansion opportunities
-
Generate 5+ customer success stories, case studies, or references
-
Mentor at least one junior team member
-
Contribute to playbook development and process improvements
-
Achieve top-tier CSAT and NPS scores from your accounts
Why Join Us:
-
Opportunity to shape the customer success function in a fast-growing SaaS company
-
Work with cutting-edge HRMS technology serving diverse industries
-
Collaborative culture valuing customer obsession and continuous improvement
-
Clear career progression path to leadership roles
-
Competitive compensation including base salary, variable incentives, and equity
-
Comprehensive benefits package and professional development opportunities
Compensation:
-
Base Salary: Competitive market rate based on experience
-
Variable Incentive: Performance-based quarterly/annual bonuses tied to retention and expansion metrics
-
Equity: Stock options for long-term value creation
-
Benefits: Health insurance, learning budget, flexible work arrangements
Location: Remote/Hybrid (specify based on company policy)
Reporting To: Director of Customer Success / VP of Customer Success
If you're passionate about helping customers succeed, thrive in challenging situations, and want to make a measurable impact on business outcomes, we'd love to hear from you.
