Customer Success Manager

Paycor is a leader in simplifying HR, payroll, and benefits for American businesses. The Customer Success Manager role involves onboarding customers, monitoring satisfaction, expanding accounts, and improving retention while resolving issues to reduce churn.

Responsibilities:

• Each month, analyze and respond to usage data, prioritizing 'at risk' customers to reduce churn and uncover opportunities for value optimization
• Drive customer adoption through new product/service onboarding, inspecting issues, and running specific plans to increase adoption health where required to ensure that all customers are wildly successful with Paychex
• Upsell & Cross-Sell Referrals: Collaborate with Sales to identify opportunities for expanding core and non-core products and refer these opportunities to the appropriate sales counterpart
• Low to Medium Spend, Growth Accounts: Engage proactively with clients throughout the post-sales customer lifecycle, focusing on numerous low-revenue accounts
• Support escalations as a liaison with the support team to coordinate successful issue resolution for customers
• Establish "trusted advisor" relationships with the management and technical teams on the customer side while working seamlessly with our account team to extend Paychex's reputation and vendor position

Requirements:

• 2-3 years experience in customer success in roles where customers growth was achieved primarily through continuously delivering value
• Experience with building customer relationships across organizations from management to end-user
• Bachelor's Degree
• Customer Service
• Sales
• Communication
• Management
• Presentations
• Customer Success Management
• Account Management
• Marketing
• Customer Support
• Software As A Service (SaaS)
• Project Management
• Customer Relationship Management
• Salesforce
• Customer Advocacy
• Accounting