Senior Manager of Client Success, SA|ENT

$145,000 - $194,000/Yr

Dailypay - Remote, OR

Full-time - Mid Level

Remote - Remote, OR

Professional, Scientific, and Technical Services

About the position

The Senior Manager of Client Success, Strategic / Enterprise at DailyPay is responsible for driving measurable human capital management outcomes for clients. This role involves leading a team to enhance employee enrollment and adoption of DailyPay's services, managing high-level client escalations, and fostering strong relationships with client stakeholders. The position also contributes to product and marketing improvements and ensures that Annual Operating Plan targets are met.

Responsibilities

• Build, motivate, and lead a high-performance Client Success Team both in-office and remotely.
• Support career development through measurable OKRs and performance feedback.
• Facilitate executive decision-making for a ~100+ client book of business.
• Partner with sales and leadership to close pipeline deals and set expectations.
• Collaborate with Marketing to grow the end-user population throughout the customer lifecycle.
• Work with CS Enablement to drive revenue through cross-sell and up-sell opportunities.
• Manage customer escalations and ensure prompt resolutions.
• Deliver impactful QBRs with senior customer management.
• Stay ahead of market risks and competitive differentiators, providing actionable churn risk insights.
• Manage individual and team CS KPIs (Net Enrolled Retention, Churn, and CSM scorecard).
• Focus on quarterly and annual KPI goals related to Enrollment, Adoption, Permissions, and NPS/CSAT.

Requirements

• BA/BS degree in Business Administration, Sales, or a relevant field (or equivalent experience).
• Proven experience leading GTM teams through the client lifecycle, preferably in a SaaS environment.
• Ability to drive product roadmap improvements and develop retention strategies for at-risk clients.
• Experience in managing KPIs to drive team success and achieve strategic outcomes.
• Exceptional problem-solving abilities and the capacity to thrive in a fast-paced, dynamic environment.
• Commitment to fostering a culture of collaboration, innovation, and continuous improvement.
• Deep understanding of Enterprise CS models driving Business Results and CLV, with a minimum of 5+ years in Customer Success.

Benefits

• Exceptional health, vision, and dental care
• Opportunity for equity ownership
• Life and AD&D, short- and long-term disability
• Employee Assistance Program
• Employee Resource Groups
• Fun company outings and events
• Unlimited PTO
• 401K with company match