dailypay - Strategic Client Success Manager
Requirements
• Extensive Success Background: 7-10+ years of experience in Customer Success at a fast-moving HCM/SaaS company managing Fortune 500 or national accounts • C-Suite Influence: Demonstrable ability to communicate, present to, and influence customer stakeholders at the executive level • Technical & Domain Expertise: Solid experience with CRM software (Salesforce or HubSpot), Catalyst, and deep knowledge of HCM, HR, or Payroll software • Analytical Proficiency: A data-driven mindset with the ability to thrive on analytics to drive insights and internal or client-facing decisions • Collaborative Agility: Proven experience working in cross-functional environments and a comfort level with ambiguity and rapidly evolving domains • Results-Oriented Track Record: A history of exceeding goals related to retention, customer satisfaction, and upsell/cross-sell initiatives
Responsibilities
• End-to-End Account Management: Lead the customer lifecycle from kickoff and launch through ongoing success as the primary point of contact • Value-Based Dialogue: Drive conversations that define joint success metrics and effectively communicate value realization to partners • Strategic Relationship Building: Develop broad and deep relationships across operational and leadership groups, including HR, Payroll, IT, Finance, and executive sponsors • Cross-Functional Collaboration: Partner with Growth, Marketing, Product, and Operations teams to drive maximum adoption and ensure customer satisfaction • Escalation Leadership: Act as the lead orchestrator during customer escalation situations, ensuring responsiveness and speedy resolution • Growth & Retention: Identify opportunities to upsell and cross-sell new products while proactively identifying risks to minimize churn • Data-Driven Insights: Analyze reports and trends to gain insights that drive strategic actions and improvements at the customer level • Voice of the Customer: Gather customer feedback and work closely with the Product team to enhance our offerings and support internal teams
Benefits
• New York City$130K – $175K • Offers Equity • Remote, Standard$112K – $151K • Offers Equity • Remote, Premium $117K – $158K • Offers Equity • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Can you walk me through a specific time you managed a highly complex, at-risk enterprise account? Outline the steps you took to turn the relationship around and the ultimate impact on the account's renewal or expansion. • Strategic CSMs must tie platform usage directly to overarching business goals. Describe your framework for preparing and leading Executive Business Reviews (EBRs) with C-suite stakeholders to ensure you are viewed as a strategic consultant rather than a tactical support contact. • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the Black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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