Senior Customer Success Manager, Payscale
$97.2-145.8k
+ $32.5K Commission
Compensation software & data
Be an early applicant
Compensation software & data
501-1000 employees
Be an early applicant
$97.2-145.8k
+ $32.5K Commission
501-1000 employees
Company mission
To help organizations transform pay decisions from an uncertain compromise to a confident commitment.
Role
Who you are
- 4+ years of experience as a Customer Success Manager in SaaS
- Previous experience working in HR tech or SaaS is highly preferred
- Experience utilizing tools such as Gainsight and Salesforce
- Customer Education: Ability to drive customer training with the goal of them being better users and drive product adoption
- Account Management: Ability to strategically manage your time across your book of business
- Industry Knowledge: Ideally, a deep understanding of the HR user persona, driving verifiable outcomes based on customers' utilization of the product
- 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
Desirable
- Bachelor's degree preferred
- Previous experience working for an HR SaaS organization is highly preferred
What the job involves
- Reporting to the Manager, Customer Success, we're looking for a Senior Customer Success who will proactively and reactively engage with our Enterprise 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
- 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
Our take
Although pay isn't always the main motivator when it comes to selecting a new job, compensation matters for a raft of reasons. All things being equal, talent that is underpaid will pass on an uncompetitive offer and become demotivated by lower-than-market pay, and the gender gap in salaries sees women earning up to 20% less than men in the same roles which is both unfair and bad for morale.
Payscale exists to provide a clear view of a company's overall offering while at the same time providing real-time data on the jobs market, allowing HR teams to adjust compensation and price jobs instantly and accurately in line with their industry's standards. It also gives jobseekers information on expected salaries for the positions they are interested in along with a range of career planning and negotiation tools.
This approach is sorely needed, as governments are beginning to legislate on pay transparency and jobseekers are increasingly expecting to know where they stand compared to the people they'll be working next to. Already counting The Washington Post, United Healthcare and the New York Times among its customers, Payscale has grown steadily through marketing and aggressive acquisitions, and is now very well placed to take advantage of the move to benefits transparency in the HR sector.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2011
$7m
EARLY VC
Jul 2007
$10.3m
SERIES C
Total funding: $27.5m
Company benefits
- Flexible paid time off (PTO)
- Paid holidays and floating holidays
- Company-sponsored volunteer hours
- Complimentary days off based on meeting company goals
- Comprehensive medical, dental, and vision, covered up to 100% by Payscale
- Life and disability insurance, covered up to 100% by Payscale
- Employee assistance program
- Flexible spending account
- Infertility benefits
- Company matched and immediately vested 401k
- Paid development hours
- Learning and development opportunities
- Regular pportunities to meet with executive leadership
- Annual remote work stipend for wellness or home office equipment
- 16 weeks paid parental leave
Company HQ
Pioneer Square, Seattle, WA
Leadership
Chris Hays
(CEO)Chris joined Payscale in 2024 as CEO. Prior to that, they spent nearly 8 years at ZoomInfo as the President & COO. They also spent 7 years at Inside Sales Team as a VP of Operations, and 10 years at Avaya as a Finance Director.
Lexi Clarke
(CPO)Lexi initially joined Payscale in 2020 as a Director of People, since then they have held various roles, becoming CPO in 2023. They previously worked in HR roles at Convoy, Redfin, Boeing, and One Kings Lane.
Kate Peter
(CCO)Previously a Global VP of Customer Experience at Anaplan, and Global Head of Customer Success at Harvard Business Publishing. They also spent 4 years at Gainsight in various roles, including Head of Enterprise Customer Success.
Peh Keong Teh
(CPO)They have been at Symend since 2020, previously serving as President, CPO & CTO, now serving as an Executive Advisor. Previously they spent 3 years at Salesforce as a Senior VP of Marketing Cloud, 1 year at Oracle in product Management (Oracle Bare Metal Cloud), and 10 years at Microsoft in various roles, including Principal Group Program Manager (SQL Azure).
Philip Watson
(CFO)Previously the CFO at Paddle and a Portfolio Finance & Operations Director at Hg. They also spent over 7 years at ZoomInfo in various VP roles.
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