Customer Success Manager

• Manage a focused portfolio of strategic partners
• Build close relationships with key decision-makers
• Establish a structured kick-off process for each partner
• Lead monthly account reviews covering performance indicators, action plans, and risk management
• Build and update the territory matrix twice a year
• Ensure the accuracy and timely maintenance of partner data in Pulse, customer cards, and key contacts
• Lead internal routines with Account Managers
• Define, monitor, and ensure the quality of the Success Plan and associated governance
• Design and deliver tailored training sessions, workshops, and webinars
• Anticipate risks and secure long-term partner relationships
• Organize at least one annual strategic in-person meeting at the partner's premises
• Drive adoption and usage of key modules
• Track partner e-learning courses, certifications, and accreditations
• Support deployments, customer-base migrations, and capability development
• Contribute to customer retention and partner engagement through newsletters and partner events
• Co-lead Joint Business Plans and support solution rollouts
• Identify, qualify, and record upsell and cross-sell opportunities in Salesforce
• Support partners during their RFP and tender processes

Requirements

• At least 5-10 years of experience in Customer Success, Account Management, or strategic account management
• Ideally, experience in a B2B SaaS environment or working with enterprise partners
• Proven experience managing complex relationships with significant business stakes
• Education: Bachelor's to Master's degree (business, management, HR, payroll, or equivalent)
• Proficiency with CRM tools (Salesforce or equivalent), data-driven management, and KPI tracking
• Experience structuring customer governance (account reviews, Success Plans, business reviews, etc.)
• Ability to manage projects (deployments, migrations, and change management)
• Strong understanding of SaaS environments and product adoption principles
• Ability to identify and track business opportunities (upsell/cross-sell)
• Knowledge of payroll and/or HR-related challenges (a plus)
• Understanding of payroll-related business issues (processing, compliance, and regulations) (a plus)
• Excellent communication and interpersonal skills, including confidence working with senior stakeholders
• Strong service mindset and customer focus
• Rigorous, structured, and highly organized approach
• Analytical mindset and ability to prioritize
• Proactive approach and ability to anticipate risks
• Leadership skills and ability to engage internal and external stakeholders
• Team spirit and commitment to constructive feedback

Core Competencies

Demonstrates expertise in managing strategic partner relationships, driving customer success initiatives, and utilizing CRM tools for data-driven decision-making. Proficient in project management, governance structuring, and fostering product adoption in a B2B SaaS environment.

Highest-signal resume keywords

• Customer Success Management
• Account Management
• Salesforce Proficiency
• Project Management
• SaaS Product Adoption

Hard Skills

• KPI Tracking
• Data-Driven Management
• Governance Structuring
• Change Management
• Business Review Structuring
• Risk Management
• Upsell/Cross-Sell Identification
• Customer Retention Strategies
• Training Session Design
• Performance Indicator Analysis

Soft Skills

• Excellent Communication
• Interpersonal Skills
• Service Mindset
• Analytical Mindset
• Proactive Approach

Industry Keywords

• B2B SaaS
• Enterprise Partners
• Payroll Challenges
• HR-Related Issues
• Compliance Regulations

Tools & Technologies

• CRM Tools
• Salesforce
• Pulse