Customer Success Manager - Onboarding, Adoption & Growth

Paychex; Phoenix (AZ); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical coverage

Tuition reimbursement

401(k) + employer match

Paid time off

Flexible work arrangements

Job summary

Paychex is seeking a Customer Success Manager to onboard customers, monitor satisfaction, and expand accounts within SMB to mid-market segments. You will analyze usage data, drive adoption, and collaborate with Sales on upsell opportunities while coordinating with support to resolve issues and reduce churn.

The role focuses on growing value for clients, maintaining relationships across management and end users, and leveraging Paychex services within a unified HCM platform.

Qualifications

• Bachelor's Degree preferred or higher.
• Experience driving customer success in SMB to mid-market accounts.
• Experience building relationships across orgs, from management to end users.
• Customer service, sales, or related roles preferred.

Responsibilities

• Analyze usage data monthly and identify at-risk customers to reduce churn.
• Drive product onboarding and adoption plans to ensure customer success.
• Collaborate with Sales to upsell/cross-sell opportunities and referrals.
• Engage with clients post-sale across multiple low-revenue accounts for growth.
• Coordinate with support to resolve customer issues efficiently.

Skills

Communication

Management

Presentations

Customer Success Management

Account Management

Marketing

Customer Support

Sales

Project Management

Customer Relationship Management

Salesforce

Customer Advocacy

Accounting

Education

Bachelor's Degree - Preferred

Tools

Salesforce

CRM

Job description

Paychex is seeking a Customer Success Manager to onboard customers, monitor satisfaction, and expand accounts within SMB to mid-market segments. You will analyze usage data, drive adoption, and collaborate with Sales on upsell opportunities while coordinating with support to resolve issues and reduce churn.

The role focuses on growing value for clients, maintaining relationships across management and end users, and leveraging Paychex services within a unified HCM platform.