Senior Strategic CSM for Enterprise Growth

isolved; Charlotte (NC); On-site; USD 120,000 - 170,000; Full time

Job summary

isolved seeks a Senior Strategic Customer Success Manager to act as a strategic advisor for our largest customers. You will sustain executive relationships, drive value through tailored success plans, and lead cross-functional collaboration to maximize retention and expansion.

You will guide complex accounts, deliver Executive Business Reviews, and champion advocacy initiatives while operating with high independence and customer-centered focus.

Qualifications

• Bachelor's degree in business administration or human resources required.
• 6+ years in a strategic customer facing HCM (consulting/account management) role required.
• Experience presenting and negotiating with executives is required.
• HCM knowledge including HR or Payroll functional areas and trends.

Responsibilities

• Builds and strengthens client relationships, including with C-level leadership, by developing success plans and executing them to drive value.
• Oversees customer wellbeing by tracking health, adoption, and references; acts as escalation point for issues.
• Leads client outcomes with strong leadership, project management, and HR/business acumen.
• Leverages isolved HCM organization to build trust and product adoption.
• Ensures a unified client experience across support, sales, and delivery teams.
• Helps clients meet business objectives through transformation and HCM changes, including expansions.
• Champions customer advocacy via community participation, case studies, references, and testimonials.
• Documents meetings and reviews to identify opportunities and mitigate risks.
• Negotiates renewals and handles pricing/service level expectations with integrity.

Skills

Client relationship management

Executive sponsorship

Strategic account leadership

Data analysis

Project management

Negotiation with executives

Communication skills

Cross-functional collaboration

HR/Payroll knowledge

Education

Bachelor's degree in business administration or human resources

6+ years strategic customer facing HCM experience

Tools

Microsoft Office Suite

Payroll software

HCM software

Job description

isolved seeks a Senior Strategic Customer Success Manager to act as a strategic advisor for our largest customers. You will sustain executive relationships, drive value through tailored success plans, and lead cross-functional collaboration to maximize retention and expansion.

You will guide complex accounts, deliver Executive Business Reviews, and champion advocacy initiatives while operating with high independence and customer-centered focus.