We9re seeking an experienced and strategic Customer Success Manager II to join our team. In this role, you9ll partner closely with our customers to ensure they realize the full value of our leave management SaaS platform. You9ll build trusted relationships, drive adoption, promote retention, and help customers achieve measurable outcomes. This is a great opportunity for someone who thrives on collaboration, problem-solving, and making a meaningful impact for both clients and colleagues.
WHAT YOU9LL DO
- Manage a portfolio of customers, serving as their primary advocate and trusted advisor.
- Drive platform adoption and engagement through onboarding, training, and success planning.
- Identify risks to retention and develop proactive strategies to mitigate them.
- Partner with customers to uncover opportunities for expanded usage and value realization.
- Collaborate cross-functionally with Sales, Product, and Support to deliver seamless solutions.
- Escalate and manage resolution of complex customer issues.
- Track customer health metrics, retention trends, and account activities in CRM/CS tools.
- Provide customer insights to inform product development and process improvements.
- Support company security and compliance standards within your role.
- Assist in maintaining applicable organizational security and compliance controls within your department, role, and subordinate9s roles.
- Other duties as assigned.
WHAT YOU9LL BRING
- Bachelor9s degree in Business or related field, or equivalent experience.
- 3-5 years of experience in customer success, account management, or a related client-facing role in SaaS.
- Strong understanding of customer lifecycle management and SaaS success drivers.
- Proven ability to manage multiple Enterprise SaaS accounts with varying levels of complexity.
- Excellent communication, relationship-building, and problem-solving skills.
- Proficiency with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).
- Experience in HR technology, leave management, or compliance-focused SaaS.
- Knowledge of FMLA, ADA, or related HR compliance requirements.
- Demonstrated success driving retention, upsell, or expansion.
Final compensation is determined based on a candidate9s relevant experience, skills, education, and geographic location. This position is also eligible for annual bonus.
The pay range for this role is:
75,877 - 94,846 USD per year (US National)
