Customer Success Manager

OneSource Virtual; Town of Texas (WI); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to drive customer satisfaction and retention through effective relationship management. This role involves acting as a trusted advisor, collaborating with internal teams, and ensuring customers achieve their desired outcomes with innovative services. With a focus on communication and problem-solving, the ideal candidate will thrive in a dynamic environment, leveraging customer insights to enhance service delivery. Join a forward-thinking company that values creativity and professional growth, and be part of a team dedicated to transforming customer experiences.

Qualifications

• 2-5 years in a customer-facing services role with problem-solving experience.
• Ability to build strong relationships with customers at the executive level.

Responsibilities

• Manage overall customer relationships and ensure satisfaction with services.
• Develop success plans outlining critical success factors and metrics.
• Monitor and facilitate customer adoption of OSV services and Workday technology.

Skills

Customer Relationship Management

Communication Skills

Problem-Solving

Organizational Skills

Service Industry Experience

Education

Bachelor's Degree or Equivalent Experience

Job description

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Position Summary/Objective

Must reside in the Northeast

Job Description Summary

The Customer Success Manager works to ensure customers achieve their desired outcome with OSV services. As a trusted advisor, Customer Success Managers lead customers through defined success criteria, ensuring customers receive maximum value from our services. They focus on driving adoption, increasing value, and managing retention.

The Customer Success Manager partners with internal teams to develop a deeper understanding of the customer throughout the organization, leading to improved services and expansion opportunities.

Responsibilities:

• Manage the overall customer relationship.
• Establish a trusted adviser relationship to ensure customer satisfaction with products and services.
• Act as a liaison between the customer and OSV service delivery teams, focusing on service adoption and feedback collection.
• Develop success plans outlining critical success factors, metrics, potential issues, and recommendations.
• Prioritize and resolve escalated customer challenges.
• Promote two-way communication opportunities.
• Monitor and facilitate customer adoption of OSV services and Workday technology.
• Leverage customer relationships for prospect references.
• Keep customers informed of process and procedural changes.
• Demonstrate competency in the Workday product suite—Financials, HCM, and Payroll.
• Collaborate with project managers and executives to resolve issues impacting satisfaction.

Required Skills / Experience:

• 2-5 years in a customer-facing services role (consulting or account management) involving problem-solving at business and executive levels.
• Ability to build strong relationships with customers, especially at the executive level.
• Experience engaging across corporate functions (Services, Professional Services, Product Management).
• Excellent verbal and written communication skills, including hosting meetings or webinars.
• Bachelor’s degree or equivalent experience.
• Strong organization, time management, and communication skills.
• Service industry experience is a plus.
• Up to 30% travel.

#LI-REMOTE

We encourage learning and idea sharing at OSV. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As we experience routine strategic growth, we seek talented, forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development opportunities.

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About Us

OneSource Virtual (OSV) delivers technology and expert services to automate payroll, taxes, payments, and benefits within Workday. Our solutions are supported by a team with an average of 10 years of Workday experience and 20 years of industry experience. With over 1,100 customers, 95% retention, and $185+ billion in treasury movement annually, OSV helps organizations transform their teams from transactional to strategic.