Customer Success Manager II

AbsenceSoft is transforming the employee experience with their innovative technology. They are seeking an experienced and strategic Customer Success Manager II to manage customer portfolios, drive platform adoption, and ensure customer satisfaction with their leave management SaaS platform.

Responsibilities:

• Manage a portfolio of customers, serving as their primary advocate and trusted advisor
• Drive platform adoption and engagement through onboarding, training, and success planning
• Identify risks to retention and develop proactive strategies to mitigate them
• Partner with customers to uncover opportunities for expanded usage and value realization
• Collaborate cross-functionally with Sales, Product, and Support to deliver seamless solutions
• Escalate and manage resolution of complex customer issues
• Track customer health metrics, retention trends, and account activities in CRM/CS tools
• Provide customer insights to inform product development and process improvements
• Support company security and compliance standards within your role
• Assist in maintaining applicable organizational security and compliance controls within your department, role, and subordinate’s roles
• Other duties as assigned

Requirements:

• Bachelor's degree in Business or related field, or equivalent experience
• 3–5 years of experience in customer success, account management, or a related client-facing role in SaaS
• Strong understanding of customer lifecycle management and SaaS success drivers
• Proven ability to manage multiple accounts with varying levels of complexity
• Excellent communication, relationship-building, and problem-solving skills
• Proficiency with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight)
• Experience in HR technology, leave management, or compliance-focused SaaS
• Knowledge of FMLA, ADA, or related HR compliance requirements
• Demonstrated success driving retention, upsell, or expansion