Senior Customer Success Manager

About Payscale

Payscale is the original compensation innovator for organizations who want to scale their business with pay and transform their largest investment into their greatest advantage. With decades of innovation in sourcing reputable data and developing AI-powered tools, Payscale delivers actionable insights that turn pay from a cost to a catalyst. Its suite of solutions — Payfactors, Marketpay, and Paycycle — empower 65% of the top companies in the U.S. and businesses like Panasonic, ZoomInfo, Chipotle, AccentCare, University of Washington, American Airlines, and TJX Companies.

Create confidence in your compensation. Payscale.

To learn more, visit www.payscale.com.

Job Summary

Reporting to the Manager, Customer Success, we're looking for a Senior Customer Success who will proactively and reactively engage with our Enterprise customers in a way that resonates with them and drives the consumption and stickiness of our solutions. Through automation, CS plays, and success plans, we will work in partnership with our customers to ensure their outcomes are not only being met but exceeded from onboarding to renewal and growth.

What You'll Do

• Drive strategic and value-based client relationships based on critical messaging across multiple organizational levels, including key decision makers with our largest customers

• Proactively monitor the health score of clients and engage at key lifecycle points

• Conduct strategic account planning that includes quarterly business reviews and success plans

• Act as the 'voice of the customer' in internal meetings with our Product, Services, Marketing, or Senior Leadership teams on how we can maximize value and resolve concerns with a sense of urgency

• Maintain a deep understanding of PayScale product/data offerings and position the most relevant features/functionality for clients' specific goals

• Utilize technology such as Gainsight, Salesforce, Gong, and other applications to document and support client lifecycle

• Collaborate productively with Account Managers to ensure the successful retention of customers and identification of expansion opportunities

• Serve as a mentor, subject matter expert, and training resource for other members of the Customer Success team

What We're Looking For

• 4+ years of experience as a Customer Success Manager in SaaS

• Experience utilizing tools such as Gainsight and Salesforce

• Customer Education: Ability to drive customer training with the goal of them being better users and drive product adoption

• Account Management: Ability to strategically manage your time across your book of business

• Industry Knowledge: Ideally, a deep understanding of the HR user persona, driving verifiable outcomes based on customers' utilization of the product.

• Business Acumen: Demonstrates strong business acumen regarding customer overall business objectives and health to assess customer health metrics, identify retention risks, and implement strategic plans to enhance customer engagement and success

• Resourceful: Ability to evaluate decisions, problem solve, manage risk, and foresee a company’s growth plan with ease.

Nice to Have

• Bachelor's degree preferred

• Previous experience working for an HR SaaS organization is highly preferred

Location

Payscale has an employee centric remote-first model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person for the moments that matter.

In our remote-first model, employees can work from the location that works best for them. We do not have centralized corporate offices. Employees can choose to work from home, in company-paid co-working spaces, or any combination of the two that best suits their unique needs.

If you work from home, we recommend ensuring that you can meet the following technology, equipment and workspace requirements:

• High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal.

• Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc.

When it matters (usually no more than a few times a year) we take the time to gather for in-person events.

Payscale has employees across the US, Canada, UK, The Philippines and Romania however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii.

Benefits and Perks

All around awesome culture where together we strive to live our 5 values:

• Data informed decision making.

• Customer first. Always.

• Succeed together.

• Relentless about results. Obsessed with excellence.

• Lead the change. Shape the standard.

An open and inclusive environment where you’ll learn and grow through programs and resources like:

• Monthly company All Hands meetings

• Regular opportunities for executive leadership exposure through things like AMAs

• Access to continued learning & development opportunities

• Our commitment to a continuous feedback culture which allows us to drive performance and career growth

• A growing network of Employee Resource Groups

• Company sponsored volunteer hours

• And more!

Our more standard benefits

• Flexible paid time off, giving you the opportunity to rest, relax and recharge away from work

• 14 Paid Company Holidays, includes 2 floating holidays (you choose!)

• A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale

• Unlimited infertility coverage benefits through our medical plans

• Additional supplemental health benefits offered to you and your family

• 401(k) retirement program with a fully vested immediate company match

• 16 weeks of paid parental leave for birthing and non-birthing parents

• Health Savings Account (HSA) options and company contributions each pay period

• Flexible Spending Account (FSA) options for pre-tax employee allocations

• Annual remote work stipend to be used on wellness or home office equipment

Equal Opportunity Employer:

We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you have a disability or impairment and need assistance with the application process, please email recruiting@payscale.com for support.

Fraud Alert:

Payscale values security and privacy. During your job application and interview process, we will never ask for your personal banking or financial information, social security number, or other sensitive information, if you are unsure if a message is from Payscale, please email recruiting@payscale.com