Sr Customer Success Manager

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Dayforce is seeking a Senior Customer Success Manager to act as a strategic advisor for enterprise clients, driving outcomes, retention, and expansion across the APJ region. You will lead executive engagements, advocate for customers, and mentor junior team members to elevate the customer success practice.

You will partner with Sales, Services, Product, and Marketing to align on value realization, adoption, and roadmap influence, while managing renewal risk and maximizing long-term partnerships.

Qualifications

• 7+ years of customer success or account management experience in SaaS.
• Proven track record managing complex, multi-stakeholder relationships.
• Deep understanding of SaaS adoption, value realization, and retention.
• Strong business acumen with ability to articulate ROI at executive level.
• Excellent communication, negotiation and presentation skills.
• Proficiency with Salesforce and ChurnZero or similar platforms.
• Bachelor's degree or equivalent experience; advanced degree a plus.

Responsibilities

• Define strategic success criteria, KPIs, and measurable business outcomes.
• Lead governance across large, complex accounts and renewals.
• Translate adoption data into value metrics and ROI analyses.
• Conduct executive reviews and prepare business presentations.
• Own lifecycle across multiple accounts, driving renewal and growth.
• Lead executive business reviews and quarterly success scorecards.
• Identify upsell/cross-sell opportunities and growth plans.
• Mentor junior CSMs and refine playbooks and metrics.
• Collaborate with Product/Marketing to influence roadmaps.

Skills

Executive engagement

Strategic thinking

Customer success

Account management

Stakeholder management

Communication skills

Data-driven

Education

Bachelor's degree or equivalent experience

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 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

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.

We encourage individuals to apply based on their passions.

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.

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

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