WHAT WE DO:

Payscale’s Customer Success organization engages with our customers through data driven, intentional interactions resulting in retaining our install base customers at a higher rate, maximizing customer lifetime value, accelerating customer time to value, and growing our recurring revenue as a result.

Experience:

• 5 years of experience as a Customer Success Manager in SaaS
• Bachelor’s degree not required, but strongly preferred

Skills:

• Account Management: Ability to strategically manage your time across your book of business
• Product & Data Knowledge: Solid understanding of relational databases, compensation data, and market-pricing systems. PayScale product and data knowledge required.
• Industry Knowledge: Deep knowledge of compensation trends and best practices, with the ability to align highly complex compensation strategies and philosophies with technology tools o best position Customer according to goals and annual compensation activities
• Business Acumen: Demonstrates strong business acumen regarding customer overall business objectives and health to assess customer health metrics, identify retention risks, and implement strategic plans to enhance customer engagement and success
• Resourceful: Ability to evaluate decisions, problem solve, manage risk, and foresee a company’s growth plan with ease

As a Senior Customer Success Manager at Payscale, you will proactively and reactively engage with our customers in a way that resonates with them and drives the consumption and stickiness of our solutions. Through automation, CS plays, and success plans, we will work in partnership with our customers to ensure their outcomes are not only being met but exceeded from onboarding to renewal and growth.

Day-in-the-Life: A typical day may include the following for a Senior Customer Success Manager:

• Drive strategic and value-based client relationships based on critical messaging across multiple organizational levels, including key decision makers with our largest customers
• Proactively monitor the health score of clients and engage at key lifecycle points
• Conduct strategic account planning that includes quarterly business reviews and success plans
• Act as the ‘voice of the customer’ in internal meetings with our Product, Services, Marketing, or Senior Leadership teams on how we can maximize value and resolve concerns with a sense of urgency
• Maintain a deep understanding of PayScale product/data offerings and position the most relevant features/functionality for clients’ specific goals
• Utilize technology such as Gainsight, Salesforce, Gong, and other applications to document and support client lifecycle
• Collaborate productively with Account Managers to ensure the successful retention of customers and identification of expansion opportunities
• Serve as a mentor, subject matter expert, and training resource for other members of the Customer Success team

We’d love to talk with you if:

Experience:

• 5 years of experience as a Customer Success Manager in SaaS
• Bachelor’s degree not required, but strongly preferred.

Skills:

• Account Management: Ability to strategically manage your time across your book of business
• Product & Data Knowledge: Solid understanding of relational databases, compensation data, and market-pricing systems. PayScale product and data knowledge required.
• Industry Knowledge: Deep knowledge of compensation trends and best practices, with the ability to align highly complex compensation strategies and philosophies with technology tools o best position Customer according to goals and annual compensation activities
• Business Acumen: Demonstrates strong business acumen regarding customer overall business objectives and health to assess customer health metrics, identify retention risks, and implement strategic plans to enhance customer engagement and success
• Resourceful: Ability to evaluate decisions, problem solve, manage risk, and foresee a company’s growth plan with ease.