Customer Success Manager

HR Acuity® is the leading provider of employee relations case management and investigation software. They are seeking a relationship-driven Customer Success Manager to support a portfolio of Enterprise customers, driving adoption and satisfaction while navigating complex organizational structures.

Responsibilities:

• Build strong, multithreaded relationships with customer stakeholders
• Lead executive business reviews and create tailored success plans
• Drive platform adoption and customer engagement through consultative guidance
• Monitor usage, identify risks, and execute mitigation strategies
• Collaborate with Account Managers to support renewal and growth motions
• Partner cross functionally with Product, Support, Sales, and Operations
• Surface customer feedback and advocate for platform and process improvements
• Foster customer advocacy through exceptional experiences

Requirements:

• 3+ years in Customer Success with Enterprise clients (HR tech, SaaS, or related fields preferred) - this is a must — SMB or mid-market experience alone won't set you up for success here
• Proven experience managing complex, multi stakeholder enterprise accounts with diverse organizational structures
• Proficiency with Microsoft Office and CRM tools; quick learner of new technologies. Salesforce, Pendo & Gong experience is a plus
• Strong organization and time management in a fast paced remote environment
• Excellent written and verbal communication
• Confident presenting to and influencing VP and C-Suite stakeholders
• Customer-centric, proactive, and highly self motivated