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Senior Customer Success Manager (Remote)

Company: Payscale
Location: Cincinnati
Posted on: May 15, 2022

Job Description:

Company Description

As the industry leader in compensation management, Payscale is on a mission to help job seekers, employees and businesses get pay right, and make sustainable fair pay a reality. Empowering more than 53 percent of the Fortune 500 in 198 countries, Payscale provides a combination of data-driven insights, best-in-class services and innovative software to enable organizations such as Angel City Football Club, Perry Ellis International, United Healthcare, Vista and The Washington Post to make fair and appropriate pay decisions. Pay is powerful. To learn more, visit www.payscale.com

Job Description

What We Do: Payscale's Customer Success organization engages with our customers through data driven, intentional interactions resulting in retaining our install base customers at a higher rate, maximizing customer lifetime value, accelerating customer time to value, and growing our recurring revenue as a result.

What You Do: As a Senior Customer Success Manager (CSM) you will proactively and reactively engage with our 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.

Day-in-the-Life: A typical day may include the following for a Senior Customer Success Manager:

  • 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, and other applications to document and support client lifecycle
  • Responsible for retention and owning renewal opportunities from discovery to close while working collaboratively with AE's on expansion opportunities in order to grow the overall value customers are receiving
    Experience

    Qualifications
    • 8+ years of experience in a Customer Success, Account Management, Sales or Compensation role with revenue quota responsibility.
    • Bachelor's degree not required, but strongly preferred.
      Skills
      • Account Management: Ability to strategically manage your time across your book of business
      • Product & Data Knowledge: Solid understanding of relational databases, compensation data and market-pricing systems. PayScale product and data knowledge required.
      • Business Acumen: Dynamic business acumen and business case agility to engage and appeal to both users and executives in presentations, quarterly business reviews, and contract negotiations.
      • Resourceful: Ability to evaluate decisions, problem solve, manage risk, and foresee a company's growth plan with ease.
        Additional Information

        Benefits and Perks - The Highlights:

        All Around Awesome Culture Where Together We Strive To
        • Pursue excellence every day
        • Create customer value
        • Compete to win (and lose!) as a team
          As part of our culture of transparency and commitment to employee engagement, we have several programs and resources such as:
          • Regular virtual company meetings
          • Coffee chats
          • Table for 4 Executive conversation
          • Spirit Week
          • Pulsing tools for continuous conversations to drive performance and career growth
          • Strengths based tools designed to help employees engage with peers and managers, supported through a program called StandOut
          • Access to top notch learning courses for all employees through LinkedIn Learning
          • As well as constant re-evaluation of what our employees need to be successful at work!
            Our More Standard Benefits Include
            • Discretionary Paid Time Off - Giving employees the flexibility they need to rest, relax and recharge away from work
            • 15 paid holidays including Independence Week, Juneteenth and World Mental Health Day
            • 3 comprehensive health plans to fit your unique needs; plans have up to 100% company-paid premium coverage for employee Medical, Dental and Vision
            • Access to Premera's Healthcare Services including an Employee Assistance Program (EAP), 24-hour Nurse Hotline, Telehealth (Doctor on Demand), Talkspace, and other virtual care options
            • FSA and HSA options for pre-tax employee allocations towards: Medical, Dependent Care, Parking, and Transit
            • Company Paid Short Term Disability, Long Term Disability, and Life Insurance
            • Comprehensive Paid Parental / Adoption Leave program
            • 401k program with fully vested, immediate company match
              Additional Highlights
              • Voted Seattle's and Boston's best places to work according to Built In 2022.
              • Voted one of Seattle's companies with the best benefits according to Built In 2022.
                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.

Keywords: Payscale, Cincinnati , Senior Customer Success Manager (Remote), Executive , Cincinnati, Ohio

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