Senior Client Success Manager

$125,000 - $125,000/Yr

Prime Pay - West Chester, PA

Full-time - Mid Level

West Chester, PA

Professional, Scientific, and Technical Services

About the position

Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay - a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company. As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Senior Client Success Manager. The Senior Client Success Manager (CSM) is a dedicated and customer-focused professional committed to enhancing the client experience, particularly with high touch, strategic, and high-dollar accounts within the Mid-Market and Enterprise segments. This role revolves around understanding and addressing client needs, driving account retention, and promoting the growth and satisfaction of our clients. The CSM serves as the main point of contact for clients, overseeing the entire customer journey from initial implementation through renewal and expansion. At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment. With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day. Interested? Join us in our evolution!

Responsibilities

• Serve as the primary point of contact for a portfolio of mid-market clients, understanding their unique needs, challenges, and objectives
• Build and maintain strong relationships with key stakeholders, ensuring high levels of client satisfaction and retention
• Collaborate closely with clients to drive product adoption and utilization, providing guidance and best practices to maximize value from our HCM and Payroll software solutions
• Proactively identify opportunities for upsell and cross-sell within your client portfolio, working closely with the sales team to drive revenue growth
• Conduct regular business reviews and check-ins with clients to assess satisfaction levels, address concerns, and uncover new opportunities for collaboration
• Act as a liaison between clients and internal teams, advocating for client needs and ensuring timely resolution of any issues or escalations
• Stay informed about industry trends, best practices, and competitor offerings, providing valuable insights to both clients and internal stakeholders
• Utilize CRM software and other tools to track client interactions, maintain accurate records, and generate insights to drive strategic decision-making

Requirements

• Bachelor's degree in a related field
• Minimum of 3 years of experience in customer success, account management, or a related role within the HCM & Payroll software industry
• Proven track record of building and maintaining strong client relationships, driving customer satisfaction, and achieving revenue targets
• Excellent communication and interpersonal skills, with the ability to effectively engage with clients at all levels of an organization
• Strong problem-solving and negotiation abilities, with a focus on finding win-win solutions for clients and the company
• Self-motivated and proactive, with the ability to work independently and as part of a team in a fast-paced environment
• Familiarity with CRM software (e.g., Salesforce) and other productivity tools is preferred
• Strong pipeline management, upsell/cross-sell techniques, and renewal negotiations, showcasing skills in revenue optimization

Benefits

• A competitive base salary in the $100 - $125K range based on experience plus bonus
• Access to personal, group training and career advancement
• Leadership development through individualized support and career mentoring
• Medical, dental and vision insurance
• 401(k) with match
• Paid time off
• Paid holidays
• Flexible spending account
• Life insurance
• STD/LTD