Sr Customer Success Manager

Dayforce; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

Dayforce is seeking a Senior Customer Success Manager to act as a strategic advisor to enterprise customers, driving value realization, retention, and account expansion across large, complex portfolios.

You will lead executive reviews, partner with Sales and Services, and mentor junior team members to elevate Dayforce's customer success practice. The role requires strong ROI storytelling and cross-functional collaboration in a SaaS environment. This position is based in Toronto, Ontario.

Qualifications

• 7+ years of customer success or account management experience in enterprise SaaS.
• Experience with multi-stakeholder relationships in HCM/Payroll preferred.
• Ability to articulate ROI and business impact at executive level.

Responsibilities

• Lead executive engagements and strategic success planning across large accounts.
• Own renewal strategy and long-term engagement across multiple accounts.
• Identify and execute upsell, cross-sell, and expansion opportunities.
• Build multi-level relationships from users to executives and facilitate forums.
• Mentor and enable junior CSMs and refine playbooks.

Skills

Customer success management

Stakeholder management

Executive communication

Salesforce

ChurnZero

Presentation skills

Education

Bachelor's degree or equivalent

Tools

Salesforce

ChurnZero

Job description

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 and 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 *for APJ Sustaining Products only.

• Lead commercial strategy and execution, including proposals, commercial analysis, contract negotiation, and delivering 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 & 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.
• Bachelor’s degree or equivalent experience; advanced degree a plus.

Personal Attributes

• Strategic thinker with a strong executive presence and customer‑first mindset.
• Skilled at managing ambiguity and driving clarity across complex business challenges.
• Collaborative leader with the ability to influence cross‑functional teams.
• Data‑driven, analytical, and proactive in identifying trends