As a pivotal partner and strategic advisor, our Senior Customer Success Manager champions customer relationships, driving satisfaction and customer retention. In this highly visible and customer-facing role, you will own the success of our most complex, high-value enterprise accounts, developing deep partnerships with senior stakeholders. You’ll be voice of the customer within HR Acuity to understand ensure positive customer outcomes throughout the customer lifecycle, from implementation through renewal. 

What We Offer: 

• Impactful Work: Make a tangible difference in our customers’ success and be part of a forward-thinking team. 
• Strategic Exposure: Collaborate closely with internal executive leadership and senior & executive levels contacts at customer organizations.

• Professional Development: Continuous learning opportunities to enhance your skills and knowledge. 

• Travel Opportunities: Engage with customers on-site, with travel up to 20% of the time. 

Your Contribution: 

• Strategic Guide: A proactive partner capable of driving enterprise-wide transformation and alignment through data, insight, and consultative guidance. Comfortable engaging at the executive level, translating business goals into actionable success plans.
• Customer-Centric: A passion for delivering exceptional customer experiences. 

• Proactive Communicator: Excellent communication skills to liaise with customers and internal teams. 

• Agile and Adaptable: Ability to adapt swiftly to new business demands, understanding that change powers collective and individual growth. 

• Self-Starter: Ability to work independently and autonomously. 

• Integrity: Uphold our core values and conduct business with the highest ethical standards. 

• Join us and be a catalyst for success in our journey to revolutionize customer experiences in the HR tech space! 

Join us and be a key player in our journey to excellence!

At HR Acuity®, we empower our team to #BeBold—embracing innovation and new challenges. With the right tools, we help you #WorkSmarter, fostering collaboration so we can all be #BetterTogether. If you're excited about being part our growth story, we’d love to chat!

About Us: HR Acuity® is the leading provider of employee relations case management and investigation software. We help organizations standardize how workplace issues are reported, documented, and investigated. Our data-driven approach  to managing workplace issues helps our clients and partners build trusted, inclusive cultures where employees feel safe.

This is an #All-in Zone. We are a fast-growing, innovative company where being #All-in is the norm. From our female founder CEO to every team member, we embrace a fully engaged mindset. We bring our best every day, fueled by passion for our mission and culture—and we expect the same from everyone who joins us.

At the same time, we are deeply committed to fostering an inclusive, diverse workplace where different perspectives are valued and respected. We believe in creating an environment where everyone can show up as their authentic selves and thrive. If this sounds like you, keep reading.

Click here to learn more about our values and benefits

Please note that for this position, we are only accepting direct applications. Submissions from agencies will not be considered.

• Enterprise Relationship Management: Cultivate strategic relationships with multiple stakeholder levels, including executive and ER/HR leaders, across a complex portfolio of customers. Be a trusted business advisor, not just a point of contact.
• Strategic Planning and Executive Alignment: Develop and execute robust customer success plans aligned with executive goals and organizational KPIs. Facilitate high-impact Executive Business Reviews that demonstrate ROI and strategic progress.
• Platform Expertise: Offer guidance on platform best practices to align with clients' strategic goals. Track product adoption and usage to improve customer interaction, ensuring a smooth and efficient user experience. Consistently refine engagement strategies to drive greater impact & platform adoption.  Deliver actionable recommendations and thought leadership grounded in employee relations best practices.
• Mitigate Customer Risk: Proactively identify and mitigate customer risk as it arises. Drive cross-functional collaboration to address and resolve customer issues promptly and secure long term customer relationships.  
• Customer Growth: Lead value-driven expansion conversations, proactively identifying cross-sell and upsell opportunities to expand customer’s footprint within our product offerings.  
• Customer Satisfaction: Own customer escalation management, working closely with support, product & engineering to resolve customer issues. 
• Advocacy and Engagement: Deliver outstanding customer experiences to cultivate a loyal network of advocates and testimonials. Take full ownership of the customer journey to transform dissatisfied customers into passionate promoters. 
• Mentorship: Lead by example in all Customer Success processes and serve as a valuable resource for the CSM team, supporting their growth and skill development. 

• 5+ years of B2B SaaS Customer Success Management or Account Management, ideally in HR services. 2+ years of working with strategic customers.
• Proven track record managing large, complex enterprise customers in the Fortune 100, including experience influencing and engaging at executive & senior levels of customer organizations.
• Strong business acumen with an understanding of HR, Employee Relations, or Compliance priorities.

• Experience building and executing strategic account plans and executive business reviews. 

• Robust understanding of retention and growth techniques and strategies. 

• Passion for driving customer success and measurable outcomes with proven success guiding customers to deliver business value. 

• Strong collaborator with the ability to manage multiple initiatives simultaneously and engage effectively with internal and external teams to deliver results. 

 Skills: 

• Exceptional communication — able to clearly convey strategic value to diverse audiences, from end users to executives. Executive presence with outstanding presentation and facilitation skills.
• Strong analytical mindset — able to interpret data, KPIs, and usage metrics to tell a compelling customer story.
• Passionate about solving business challenges and aligning solutions to customer goals.
• Highly organized, detail-oriented, and proactive with a track record of execution.
• Demonstrated customer service orientation with a focus on encouraging two-way communication opportunities. 
• Self-motivated with the ability to take initiative and proactively identify issues/opportunities. 

Compensation: The pay range for this position is expected to be between $96,000-$135,000/year base; however, base pay offered may vary depending on multiple individualized, non-discriminatory factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position includes other incentive compensation opportunities in the form of discretionary annual bonus or commissions, and equity. This position is commission eligible with a total On Target Earnings (OTE) of $140,000-$180,000  Additionally, full-time employees are eligible to participate in our comprehensive benefits program, including health and wellness benefits, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.

Benefits:

• Stay healthy and happy with our comprehensive medical, dental and vision plans.
  • You can also choose from FSA or HSA options to suit your needs.
• Save for your future with our 401K plan that matches your contributions.
• Enjoy paid leave for various life events, such as sickness, disability, or parenthood.
• Own a piece of the company with our #Allin Shares Program.

Perks:

• Take a break from work with our unlimited PTO policy to refresh and recharge.
• Company paid holidays, birthday day off, closed 4th of July week and December holiday week, half day summer Fridays* and half day first Fridays*, and 8 hours of volunteer time.
• Own a piece of the company with our #Allin Shares Program.
• Earn extra cash by referring qualified candidates to join our team.
• Access professional and personal support through our employee assistance program.
• Work from anywhere with our remote work environment that fosters collaboration and creativity. *
• Join a fun and energetic team that values your suggestions and new ideas.
• Receive a competitive salary and meaningful opportunities for growth.

Learning and Development

• Onboarding: Learn the basics of your role, the company culture, and the expectations from your manager and team. Get familiar with the tools, systems, and processes that you will use in your daily work. Receive feedback and guidance from your mentor and peers.
• Manager training: Develop the skills and competencies to lead, motivate, and empower your team. Learn how to communicate effectively, delegate tasks, set goals, provide feedback, and resolve conflicts. Enhance your emotional intelligence, coaching, and mentoring abilities.
• Leadership training: Grow your leadership potential and influence within the organization. Learn how to inspire and align others with the company vision, mission, and values. Strengthen your strategic thinking, decision making, and problem-solving skills. Expand your network and collaboration with other leaders across functions and levels.
• Industry training: Stay updated on the latest trends, best practices, and innovations in the Employee Relations industry. Gain insights from experts and thought leaders in the field. Apply your learning to improve your performance, quality, and efficiency.

* Based upon business needs