Senior Customer Success Manager

Socket.dev; Toronto; On-site; CAD 90,000 - 150,000; Full time

Job summary

Dayforce is seeking a Senior Customer Success Manager to act as a strategic advisor for our enterprise customers, driving retention, ROI, and account expansion across North America.

You will lead executive reviews, craft value realization plans, and collaborate with Sales, Services, Product, and Marketing to turn adoption data into measurable outcomes.

With 7+ years in customer success or account management in SaaS, you will mentor other CSMs and help shape our customer success playbooks.

Qualifications

• 7+ years of customer success or account management experience in SaaS enterprise solutions.
• Proven ability to manage multi-stakeholder relationships and large enterprise portfolios.
• Strong understanding of SaaS adoption, value realization, and retention strategies.
• Able to articulate ROI and business impact at the executive level.

Responsibilities

• Partner with executive sponsors to define strategic success criteria, KPIs, and measurable business outcomes.
• Lead strategic success planning and governance across large, complex accounts.
• Translate product adoption data into actionable business insights and quantified value metrics.
• Conduct value realization reviews, ROI analyses, and executive business presentations.
• Own renewal strategy and drive long-term engagement across accounts.

Skills

Customer success

Account management

SaaS

Executive presence

Sales alignment

Forecasting

CRM tools

Education

Bachelor's degree or equivalent

Tools

Salesforce

ChurnZero

Job description

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally.

About the Opportunity

The Senior Customer Success Manager (Sr. CSM) is a strategic advisor responsible for driving exceptional customer outcomes, long-term retention, and account expansion. This role partners closely with enterprise-level customers to maximize the value derived from Dayforce solutions, ensuring alignment with strategic business objectives and measurable ROI.

The Sr. CSM leads executive engagement, fosters customer advocacy, and mentors junior team members to elevate overall customer success practice maturity.

What You'll Get to Do

Value Realization & Adoption

• Partner with executive sponsors to define strategic success criteria, KPIs, and measurable business outcomes.
• Lead strategic success planning and governance across large, complex accounts.
• Translate product adoption data into actionable business insights and quantified value metrics.
• Conduct in-depth value realization reviews, ROI analyses, and executive business presentations.
• Align with Sales and Services to ensure continued solution expansion tied to proven customer outcomes.

Retention & Advocacy

• Own the customer lifecycle across multiple accounts, driving renewal strategy and long-term engagement.
• Lead executive business reviews (EBRs), steering committee meetings, and quarterly success scorecards.
• Drive customer advocacy by developing success stories, references, and customer speakers for industry events.
• Partner with Product and Marketing to channel customer insights into innovation and roadmap influence.
• Anticipate renewal risks and proactively implement retention strategies.

Growth

• Act as a strategic partner to identify and shape opportunities for upsell, cross-sell, and expansion.
• Develop and execute joint account growth plans with Sales and Customer Success leadership.
• Influence solution adoption and growth through consultative value discussions with senior stakeholders.
• Lead workshops, executive roadmap sessions, and strategic alignment reviews to promote continued partnership.

Relationship Management

• Serve as a trusted advisor to C-suite and senior business leaders, aligning solutions to business outcomes.
• Build and maintain multi-level relationships within customer organizations, from operational users to executives.
• Facilitate peer community connections, advisory boards, and customer leadership forums.
• Escalate and resolve complex customer challenges with diplomacy and executive presence.

Leadership & Mentorship

• Serve as a subject matter expert and mentor to CSMs, contributing to team enablement and development.
• Partner with leadership to refine customer success playbooks, best practices, and success metrics.
• Lead internal initiatives to improve customer lifecycle processes, account health scoring, and success analytics.

Commercial Management – APJ Sustaining Products Only

• Lead commercial strategy and execution, including proposals, commercial analysis, contract negotiation, and delivery of sustainable, profitable outcomes.
• Drive growth and retention, ensuring accurate contract management and renewals while serving as the primary commercial escalation point in partnership with delivery teams.

Skills and Experience We Value

• 7+ years of customer success or account management experience, preferably within HCM, Payroll, or SaaS enterprise solutions.
• Proven track record managing complex, multi-stakeholder customer relationships and large enterprise portfolios.
• Deep understanding of SaaS adoption, value realization, and retention strategies.
• Strong business acumen and ability to articulate ROI and business impact at the executive level.
• Excellent communication, negotiation, and presentation skills with a consultative approach.
• Proficiency with Salesforce, ChurnZero, or similar customer success platforms.
• Strategic thinking skills with a strong executive presence and customer-first mindset.
• Skilled at managing ambiguity and driving clarity across complex business challenges.
• Collaborative leadership skills with the ability to influence cross-functional teams.
• Data-driven, analytical, and proactive in identifying trends.

What Would Make You Stand Out

• Bachelor’s degree or equivalent experience; advanced degree is a plus.

What’s in it for you

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

This job posting is for an existing vacancy

Artificial intelligence may be used in the screening, assessment, or selection of applicants for this position.

About the Salary Ranges

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

Proficiency in English is required for this position as this role will regularly interact with English-speaking stakeholders, co-workers, managers and/or clients across the world. Further, our back office support teams, including but not limited to Human Resources, are primarily English speaking. Employees need to be able to communicate with these departments in English to appropriately administer their business relationship. Due to the significant high volume of interactions with these English-speaking co-workers, managers, stakeholders and/or clients, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud

Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process

Pour consulter cette offre d'emploi en français, veuillez utiliser le lien: https://jobs.dayforcehcm.com/fr-CA/mydayforce/alljobs