Customer Success Manager: Onboard, Grow & Retain SMBs

Paychex; Tempe (AZ); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical coverage

401(k) + employer match

Tuition reimbursement

Paid time off

Job summary

Paychex, a leader in payroll, HR and benefits solutions, is seeking a Customer Success Manager in Tempe, AZ to onboard customers, monitor satisfaction, and expand accounts within SMB and mid-market segments.

You will handle 200-300 accounts, drive adoption, coordinate with Sales for upsell opportunities, and collaborate with support to resolve issues, ensuring high retention and value realization for clients.

Qualifications

• Bachelor's Degree - Preferred.
• 2-3 years experience in customer success in roles where customers growth was achieved primarily through continuously delivering value.
• Experience with building customer relationships across organizations from management to end-user.
• Customer Service - Preferred
• Sales - Preferred
• Communication - Preferred
• Management - Preferred
• Presentations - Preferred
• Customer Success Management - Preferred
• Account Management - Preferred
• Marketing - Preferred
• Customer Support - Preferred
• SaaS - Preferred
• Project Management - Preferred
• Customer Relationship Management - Preferred
• Salesforce - Preferred
• Customer Advocacy - Preferred
• Accounting - Preferred

Responsibilities

• Each month, analyze and respond to usage data, prioritizing 'at risk' customers to reduce churn and uncover opportunities for value optimization.
• Drive customer adoption through new product/service onboarding, inspecting issues, and running specific plans to increase adoption health where required to ensure that all customers are wildly successful with Paychex.
• Upsell & Cross-Sell Referrals: Collaborate with Sales to identify opportunities for expanding core and non-core products and refer these opportunities to the appropriate sales counterpart.
• Low to Medium Spend, Growth Accounts: Engage proactively with clients throughout the post-sales customer lifecycle, focusing on numerous low-revenue accounts.
• Support escalations as a liaison with the support team to coordinate successful issue resolution for customers.

Skills

Customer Success

Sales

Communication

Management

Presentations

CRM

Salesforce

Education

Bachelor's Degree - Preferred

Tools

Salesforce

Job description

Paychex, a leader in payroll, HR and benefits solutions, is seeking a Customer Success Manager in Tempe, AZ to onboard customers, monitor satisfaction, and expand accounts within SMB and mid-market segments.

You will handle 200-300 accounts, drive adoption, coordinate with Sales for upsell opportunities, and collaborate with support to resolve issues, ensuring high retention and value realization for clients.