Customer Success Manager

Salary.com; Waltham (MA); Hybrid; USD 68,000 - 83,000; Full time

Benefits offered by this job

11 paid holidays and generous vacation

Free lunch, snacks, and drinks

Cell phone reimbursement

Robust benefit plan including medical,

401K with 6% Company match

Hybrid work

Job summary

Salary.com is seeking a Customer Success Manager in Waltham, MA to build strong client relationships, drive revenue expansion, and ensure retention. You will manage a portfolio, resolve issues, and coordinate with internal teams to deliver value.

Ideal candidates have 2+ years in customer-facing roles in HCM products, excellent communication, and a data-driven mindset. The role offers a hybrid work arrangement and a strong benefits package.

Qualifications

• Bachelor's Degree required.
• Minimum of 2 years' customer-facing experience supporting HCM products.
• Excellent communication and interpersonal skills required.
• Ability to build relationships and rapport with clients; customer focused.
• Proactive and strong problem solver with data fluency.
• Strong business acumen; align product to client KPIs.

Responsibilities

• Relationship management; serve as the primary point of contact for assigned clients.
• Issue resolution; capture client feedback and resolve issues with internal teams.
• Renewals and retention; check-ins to ensure usage and identify at-risk accounts.
• Upsell/cross-sell; identify opportunities to expand Salary.com footprint.
• Account health and adoption; ensure clients are aware of offerings and product enhancements.
• Reporting and reviews; conduct periodic business reviews to show value.
• Collaborate with peers to share best practices and strengthen success strategy.
• Cultivate references, case studies, and referrals from satisfied customers.
• Provide product feedback and feature requests to Product Management.

Skills

Excellent communication

Interpersonal skills

Data analysis

Problem solving

Negotiation

Cross-functional coordination

Organizational skills

Education

Bachelor's Degree

Job description

Customer Success Manager

Since 1999, Salary.com has been on a mission to help the world get pay right.

We started by making compensation data accessible to everyone. Millions of employees and job seekers use Salary.com's free tools to understand their market value and negotiate their pay with confidence. For organizations, we go much deeper. Our CompAnalyst platform combines proprietary survey data, real-time market intelligence, intuitive software, and purpose-built AI to help more than 10,000 companies benchmark jobs, build pay structures, manage equity, and communicate total rewards clearly.

We're not the loudest voice in the room. We're the most prepared. We lead with data, build for real-world HR, and deliver innovation customers can put to work immediately.

If you believe pay matters, we'd like to meet you.

About the Role...

As a Salary.com Customer Success Manager, you will be responsible for building strong relationships with your accounts, driving revenue expansion, ensuring client retention and providing exceptional customer service.

• Based at our Waltham, MA headquarters, this position is eligible for a hybrid work arrangement.
• Base Salary Range: $ 75,000 plus uncapped commissions

A Day in the Life...

• Relationship management; serve as the primary point of contact for assigned clients, build trust and long-term rapport
• Issue resolution; capture client feedback and resolve issues in a timely and professional manner; collaborate and coordinate with internal teams to resolve concerns
• Renewals and retention; proactively check-in with accounts to ensure usage and adoption, as well as identify at risk accounts
• Upsell/cross-sell; identify and close opportunities to expand the Salary.com footprint
• Account health and adoption; ensure clients are well versed in the Salary.com offerings and new/future product enhancements
• Reporting and reviews; run periodic business reviews to showcase delivered value and align on client goals
• Work collaboratively with peers to share best practices and strengthen our overall success strategy
• Cultivate references, case studies, and referrals from happy customers
• Provide product feedback and feature requests back to Product Management

About You...

• Bachelor's Degree
• Minimum of 2 years' customer-facing experience supporting HCM products
• Excellent communication and interpersonal skills
• Ability to build relationships and rapport; customer focused
• Proactive; strong problem solver
• Data fluent and analytical
• Solid business acumen; aligning product to client KPIs
• Highly organized; ability to manage multiple projects and priorities
• Skilled in negotiation and objection handling
• Exceptional cross-functional coordination; ability to work collaboratively across departments

Salary.com Perks...

• 11 paid holidays and generous paid vacation time
• Free lunch, snacks, and drinks
• Cell phone reimbursement
• Robust benefit plan including medical, dental, vision, life, disability coverage
• 401K with 6% Company match
• Hybrid work

We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, gender identity, genetic information, or other legally protected characteristic. We are committed to providing reasonable accommodation for applicants with disabilities.