Strategic Customer Success Manager

isolved is an employee experience leader, providing intuitive, people-first HCM technology. As a Strategic Customer Success Manager, you will be a trusted advisor helping customers maximize their investment and ensuring customer satisfaction and retention.

Responsibilities:

• Works directly with customers to improve their overall user experience, working one-on-one with customers beyond the already established one-to-many communication channels
• Accountable for the overall customer well-being by supervising and improving customer health, driving customer adoption, identifying references & product/service referrals, and acting as an escalation point for customer issues impacting the overall relationship
• Documents standard customer meetings, required communication, and review/documentation of your defined accounts to identify opportunities and mediate potential risk promptly
• Engages customers to verify that they are trained and effectively using the product on a consistent basis and provide recommendations to fill knowledge gaps to promote self-sufficiency
• Acts as a liaison between isolved and the customer with a focus on communicating key updates or events, the isolved roadmap, changes or enhancements, and spotlighting products or services etc
• Leverages available product learning resources and subject matter experts to maintain a high degree of knowledge on the features and functionality of isolved to advise on areas of opportunity for adoption and expansion
• Manages customer communication related to renewals and price increases and engages in negotiations as needed
• Champions customer advocacy including participation in the customer community, case studies, references, testimonials, and best practice knowledge sharing
• Functions as the voice of the customer, and provides internal feedback on how isolved can better serve our customers
• Other projects as assigned

Requirements:

• Experience in Customer Success, Account Management, or a related customer-facing role
• Excellent communication, presentation, and relationship-building skills
• Strong analytical and problem-solving abilities with attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Experience collaborating across teams to achieve customer outcomes
• Confidence managing difficult conversations, renewals, and negotiations
• Proficiency with Microsoft Office (Outlook, Excel, PowerPoint)
• Experience with HCM, HR, or Payroll