Customer Success Manager
Dallas, TX

Here's the gist:

Zenefits is the leading all-in-one HCM (human capital management) solution for small and medium businesses. Designed as an interconnected ecosystem of apps, Zenefits delivers the most complete HR experience by combining its own powerful apps with dozens of best-of-breed providers on the Zenefits platform. Built on a modern technology stack, Zenefits’ platform provides a comprehensive Employee Record tightly integrated with Zenefits’ apps like onboarding, payroll, compliance and benefits administration and partner apps like email, expense management, 401(k) and employee engagement. The result is a powerful HCM solution that helps mid-market businesses manage their people, stay compliant and save thousands of hours in lost time.

The Customer Success Team is tasked with helping maintain the long-term profitability of Zenefits. We will not be successful unless our customers are receiving significant value from our service. As such, we need Customer Success Managers (CSMs) driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., SaaS renewals, upsells, etc.).

Responsibilities:

  • Manage customer SaaS renewals and drive increased SaaS renewal rates and annual contracts
  • Reduce churn of existing customer base
  • Expand account revenues through up-sells
  • Work with Sales on relevant account cross-sells
  • Influence future lifetime value through product adoption
  • Help drive new business growth through greater advocacy and reference-ability
  • Track and follow-up on NPS to ensure customer satisfaction
  • Perform Quarterly Business Reviews
  • Project manage product escalations
  • Manage appropriate hand-offs with Broker Services, Customer Care and Professional Services
  • Liaise cross-functionally to highlight areas for process and/or product improvement
  • Ensure customers are educated on the platform, beta opportunities, and product releases

A little more about you:

  • 3-5 years experience in customer-facing roles
  • Strong empathy for customers and passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree

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