Senior Customer Success Lead — Remote (Enterprise)

New Branding 2026; United States; Teletrabalho; USD 90 000 - 130 000; Tempo integral

Resumo da oferta

Ultipro is seeking a Senior Customer Success Manager to lead high-touch relationship management for Tier 1 and Tier 2 accounts, focusing on HCM, Payroll, and WFM solutions. You will own account plans, drive executive reviews, and ensure customer outcomes align with renewal and expansion goals.

You will collaborate with Sales, Renewals, and Delivery teams, advocate for customers, monitor CSAT/NPS, and contribute to reference program development.

Qualificações

• Bachelor's degree or equivalent experience.
• 5+ years in customer success, account management, or consulting relationship roles within HCM, Payroll, or Workforce Management technology or services.
• Demonstrated ability to manage executive (VP-and-above) relationships at enterprise accounts.
• Comfortable owning customer outcomes without commercial or negotiation authority.

Responsabilidades

• Own the relationship for Tier 1 and Tier 2 accounts with high-touch and structured touchpoints.
• Build and maintain account plans for Tier 1 and Tier 2 accounts.
• Identify and maintain key contact data in Salesforce for assigned accounts.
• Represent the customer’s interests and route selling/negotiation to Sales or Renewals.
• Capture customer sentiment via CSAT, NPS after QBRs, and periodic relationship NPS.
• Escalate at-risk signals and partner with leadership on interventions.
• Serve as SME on HCM, Payroll, and WFM and translate platform capabilities into outcomes.
• Develop industry credibility with benchmarks, trends, and peer context.
• Identify expansion and upsell opportunities and collaborate with sales teams.
• Build reference and case-study candidates from the book for references.

Conhecimentos

Customer Success

Account Management

Relationship Management

Executive-facing relationships

Formação académica

Bachelor's degree or equivalent experience

Ferramentas

Salesforce CRM

Descrição da oferta de emprego

Ultipro is seeking a Senior Customer Success Manager to lead high-touch relationship management for Tier 1 and Tier 2 accounts, focusing on HCM, Payroll, and WFM solutions. You will own account plans, drive executive reviews, and ensure customer outcomes align with renewal and expansion goals.

You will collaborate with Sales, Renewals, and Delivery teams, advocate for customers, monitor CSAT/NPS, and contribute to reference program development.