XTN-A0FD969 | CUSTOMER SUCCESS MANAGER 1

As a Customer Success Manager (CSM) for our high-volume segment, you'll play a pivotal role in supporting and nurturing PayScale's largest customer base. Your primary responsibility will be to drive the success, growth, and adoption of our solutions among your assigned customers. You will engage with clients from post-sale through renewal, ensuring they are making meaningful progress toward their business goals. This role requires a proactive approach, curiosity, and a willingness to stretch beyond your comfort zone to facilitate client success.

The main responsibilities of a CUSTOMER SUCCESS MANAGER 1 include:

Key Responsibilities:

• Customer Engagement: Respond to a high volume of inbound customer requests, providing guidance to optimize their use of our account and subscription.
• Project Management: Schedule and lead 2-4 customer calls per day to discuss project progress, address roadblocks, and enhance product adoption.
• Follow-Up & Task Management: Utilize Gainsight technology to set follow-up tasks, track progress, and manage next steps effectively.
• Internal Collaboration: Act as the 'voice of the customer' in internal meetings with Product, Support, Marketing, and Management teams, advocating for enhancements and resolving concerns to increase overall customer value.

Day-in-the-Life:

• Customer Requests: Respond promptly to customer inquiries and requests to assist them in maximizing their subscription benefits.
• Customer Calls: Engage in regular calls with customers to review project status, resolve issues, and encourage continued product adoption.
• Technology Utilization: Leverage Gainsight and other tools to organize tasks, set reminders, and monitor customer progress.
• Team Meetings: Participate in internal meetings to represent customer feedback, propose solutions, and collaborate on strategies to improve customer satisfaction.