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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, relationship building, and data-driven decision-making to enhance customer satisfaction and retention.
Highest-signal resume keywords
Customer Success ManagementHCM/SaaS ExperienceCRM Software (Salesforce or HubSpot)Data-Driven MindsetCross-Functional Collaboration
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 StrategiesCommunication and Presentation Skills
Soft Skills
Relationship BuildingProblem SolvingInfluencing StakeholdersAdaptabilityTeam Collaboration
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 robust strategic account plans and track tactical execution
- Assist in creating 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 to ensure responsiveness and 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 collaborate with Product to enhance offerings and support internal teams
Requirements
What you’ll need- 7-10+ years of experience in Customer Success at a fast-moving HCM/SaaS company 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 (Salesforce or HubSpot)
- Experience with Catalyst
- Deep knowledge of HCM, HR, or Payroll software
- Data-driven mindset with ability to use analytics to drive insights and decisions
- Proven experience working in cross-functional environments
- Comfort level with ambiguity and rapidly evolving domains
- History of exceeding goals related to retention, customer satisfaction, and upsell/cross-sell initiatives
- Ability to work in the United States
- Legal authorization to work in the United States
- Must not require employment visa sponsorship now or in the future
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