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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success management within HCM/SaaS environments, focusing on strategic account planning, customer relationship building, and data-driven decision-making to enhance customer satisfaction and drive growth.
Highest-signal resume keywords
Customer Success ManagementHCM/SaaS ExperienceCRM Software ProficiencyData-Driven Decision MakingExecutive Stakeholder Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Lifecycle ManagementStrategic Account PlanningData AnalysisUpsell and Cross-Sell StrategiesCustomer Feedback Analysis
Soft Skills
Relationship BuildingInfluencing SkillsProblem SolvingAdaptabilityCommunication Skills
Tools & Technologies
SalesforceHubSpotCatalyst
Industry Keywords
HCMHR SoftwarePayroll SoftwareCustomer SatisfactionRetention Strategies
About the role
Key responsibilities & impact- Lead the customer lifecycle from kickoff and launch through ongoing success as the primary point of contact
- Define joint success metrics and communicate value realization to partners
- Develop broad and deep relationships across HR, Payroll, IT, Finance, and executive stakeholder groups
- Create strategic account plans and track tactical execution
- Assist with communication and launch strategies for large enterprise accounts
- Partner with Growth, Marketing, Product, and Operations teams to drive adoption and customer satisfaction
- Orchestrate customer escalation situations and ensure speedy resolution
- Identify upsell and cross-sell opportunities while proactively mitigating churn risks
- Analyze reports and trends to drive strategic customer-level actions and improvements
- Gather customer feedback and work with Product to enhance offerings and support internal teams
- Ensure growth metrics are exceeded and customer satisfaction remains high
- Serve as a trusted advisor to strategic customers and identify new business opportunities
Requirements
What you’ll need- 7-10+ years of experience in Customer Success at a fast-moving HCM/SaaS company
- Experience managing Fortune 500 or national accounts
- Demonstrable ability to communicate, present to, and influence customer stakeholders at the executive level
- Solid experience with CRM software, including Salesforce or HubSpot
- Experience with Catalyst
- Deep knowledge of HCM, HR, or Payroll software
- Data-driven mindset and ability to use analytics to drive insights and decisions
- Proven experience working in cross-functional environments
- Comfort with ambiguity and rapidly evolving domains
- History of exceeding goals related to retention, customer satisfaction, and upsell/cross-sell initiatives
- Must be legally authorized to work in the United States
- Must disclose current or future employment visa sponsorship requirements
Benefits
Comp & perks- Exceptional health, vision, and dental care
- Opportunity for equity ownership
- Life and AD&D insurance
- Short- and long-term disability
- Employee Assistance Program
- Employee Resource Groups
- Fun company outings and events
- Unlimited PTO
- 401K with company match
- Inclusive, professional environment
- Peer advocacy and transparent career development
- Reasonable accommodation for the recruitment process