Strategic Client Success Manager

DailyPay; Minneapolis (MN); Remote; USD 112,000 - 174,000; Full time

Job summary

A leading company is seeking a Customer Success Manager who will oversee account management and customer relations for enterprise clients. The ideal candidate will leverage their extensive experience to drive customer satisfaction and growth, utilizing data analytics to deliver value and insights. This role offers competitive compensation and a suite of benefits including health care, 401K match, and unlimited PTO.

Benefits

Exceptional health, vision, and dental care

Opportunity for equity ownership

Life and AD&D, short- and long-term disability

Unlimited PTO

401K with company match

Qualifications

• 7-10+ years of experience in Customer Success at a fast-moving SaaS company managing national accounts.
• Experience with HR, Payroll, Business, IT, and Finance functional groups.
• Demonstrated ability to communicate with C-level stakeholders.

Responsibilities

• Manage customer accounts from kickoff through lifecycle.
• Develop trusted advisor relationships with key customer stakeholders.
• Drive value based dialog, solve client needs, and minimize churn.

Skills

Account Management

Communication

Data Analytics

Customer Satisfaction

Problem Solving

Education

BA/BS degree in Business Administration

Tools

CRM software

Salesforce

HubSpot

MS Office

Job description

About Us

DailyPay is transforming the way people get paid. As a worktech company and the industry’s leading on demand pay solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace.

About Us

DailyPay is transforming the way people get paid. As a worktech company and the industry’s leading on demand pay solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace.

DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center.

The Role

Responsibilities include serving the customers, driving growth through value delivery and anticipating and mitigating risks. You will define robust strategic account plans while closely tracking with tactical execution. The Strategic Accounts, Customer Success Manager assists in creating the communication and launch strategy for large enterprise accounts, to ensure appropriate growth metrics are exceeded and customer satisfaction is at its highest. You will develop strong relationships and become the Trusted Advisor to our Strategic Customers. This role will also identify new business opportunities as well as areas of improvement among existing customers.

How You Will Make An Impact

• Account management from kickoff, launch through the customers’ life cycle
• Lead point of contact for all customer account management matters
• Drive a value based dialog with the Customer / Partner - defining joint success and value metrics and effectively communicating value realization through the customer’s lifecycle
• Suggest solutions and innovative ideas to meet client needs
• Develop broad and deep relationships in the accounts with operational and leadership in functional groups such as HR, Payroll, Business, IT, Finance, Operations and management team
• Develop trusted advisor relationships in the accounts with key customer stakeholders, and executive sponsors
• Collaborate with Growth and Marketing teams to drive maximum adoption
• Collaborate with internal Operations, Product and Support teams to ensure highest customer satisfaction
• Be the leader and orchestrator during customer escalation situations ensuring responsiveness and speedy resolution
• Clearly communicate the progress of monthly, quarterly and annual initiatives to internal and external stakeholders
• Upsell and cross sell new products and services
• Minimize Churn, anticipating and identifying risks and mitigating them
• Be the voice of the customer with internal cross-functional teams supporting them
• Gather customer feedback and work closely with product team to enhance product offering
• Analyze data through reports and trends, get insights to drive actions at customers
  
  

What You Bring To The Team

• BA/BS degree in Business Administration or relevant field
• Proven work experience of 7-10+ years in Customer Success at a fast-moving HCM (Human Capital Management) / SaaS company managing Fortune 500 companies (national accounts); ideally with some time spent in business development / sales
• Worked in cross-functional collaborative environments
• Comfortable with ambiguity and rapidly evolving domain
• Demonstrable ability to communicate, present and influence customer stakeholders including C-level
• Solid experience with Account Management reporting systems, CRM software (e.g. Salesforce or HubSpot), Catalyst and MS Office
• Understanding of sales performance metrics or KPI’s
• Thrive on data / analytics and using it to drive insights and decisions - both internal and with Customers
• Experience delivering client-focused solutions to customer needs
• Results driven - Exceeded Retention, Customer Sat, and UpSell/CrossSell goals
• Occasional need to work outside of normal business hours as required to support customers may be required
• Experience in HCM / HR / Payroll software
• Experience with B2B2C models and Marketing
  
  

What We Offer

• Exceptional health, vision, and dental care
• Opportunity for equity ownership
• Life and AD&D, short- and long-term disability
• Employee Assistance Program
• Employee Resource Groups
• Fun company outings and events
• Unlimited PTO
• 401K with company match
  
  

#BI-Remote

Compensation Range: $112K - $174K

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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