Sr. Manager, Client Success Strategy - Nashville, United States - PayScale

Description

Sr. Manager, Client Success Strategy (Remote)

Job Description The Senior Manager, Client Success Strategy will work with the Customer Success Operations and leadership teams to develop core strategies and priorities, ensuring that our customer engagement model delivers the intended outcome for our customers and business.

Within the CS Operations organization, you will be responsible for the evolution of our CS model across segments and within systems; providing a scalable customer lifecycle leading to improved customer satisfaction, retention, and growth.

In this role, this individual will:

Own development of CS strategy and execution plan for Customer Success managers and their leaders Develop and maintain a deep understanding of the entire client lifecycle journey and incorporate this knowledge into process improvement systems integration Understand client issues and effectively work with teams to develop tools and processes that enhance our ability to improve retention with our customer base Provide leadership and guidance to..

our Gainsight administrator and health score analysts Consult with CS leadership and operations to guide administrators in the development of calls-to-action, automations, and success plans designed to embed our CS journey into Gainsight Consult with CS enablement in the development of enablement programs that support PayScale's mission and business objectives and elevate the insights, skills, and careers of the CSM team.

Align programs and strategies to overall company strategy and initiatives Stay mindful of how CS strategies and process changes impact the broader PayScale business and incorporate potential business impact into work plans.

Stay informed of industry standards for client retention and upsell skills and incorporate this knowledge in ongoing CS plans.

Qualifications The ideal individual for this opportunity brings the following to the table:
A comprehensive view into the client lifecycle, team responsibilities and desired client outcomes. Works with varying personal work styles and adapts your communication to influence action. Program and project management skills to influence across the business and drive initiatives from conception to completion. Loves ambiguity and gets energy from building and shaping. Committed to high value initiatives and aggressively focused on prioritizing client impact above all else. Self-motivated and works well under an atmosphere of competing priorities among key partners.


The Requirements:

5years of experience in Customer Success with a focus on strategy 2

years of experience managing or leading CS teams Extensive experience with Gainsight, preferably the build of a Gainsight strategy from early adoption Strong execution skills for multi-functional and cross-organizational assignments and able to thrive in a constantly changing environment.

Experience working across teams to ensure a united vision, strategy, and results Experience and expertise in Gainsight a must Knowledge of Salesforce and Tableau preferred Additional Information Benefits & Perks - The Highlights:
All around awesome culture where together we strive to:Pursue excellence every day Create customer value Compete to win (and lose) as a team As part of our culture of transparency and commitment to employee engagement, we have several programs and resources such as:Regular virtual company meetings Coffee chats Table for 4 Executive conversation Spirit Week Pulsing tools for continuous conversations to drive performance and career growth Strengths based tools designed to help employees engage with peers and managers, supported through a program called StandOut Access to top notch learning courses for all employees through LinkedIn Learning As well as constant re-evaluation of what our employees need to be successful at work Our more standard benefits include:Flexible Paid Time Off program - most employees average around 3 weeks per year 14 paid holidays including Independence Week, Juneteenth and World Mental Health Day

Salary Range:
$80K $100KMinimum Qualification
Account ManagementEstimated Salary:
$20 to $28 per hour based on qualifications

Job Description The Senior Manager, Client Success Strategy will work with the Customer Success Operations and leadership teams to develop core strategies and priorities, ensuring that our customer engagement model delivers the intended outcome for our customers and business.

Within the CS Operations organization, you will be responsible for the evolution of our CS model across segments and within systems; providing a scalable customer lifecycle leading to improved customer satisfaction, retention, and growth.

In this role, this individual will:

Own development of CS strategy and execution plan for Customer Success managers and their leaders Develop and maintain a deep understanding of the entire client lifecycle journey and incorporate this knowledge into process improvement systems integration Understand client issues and effectively work with teams to develop tools and processes that enhance our ability to improve retention with our customer base Provide leadership and guidance to..

our Gainsight administrator and health score analysts Consult with CS leadership and operations to guide administrators in the development of calls-to-action, automations, and success plans designed to embed our CS journey into Gainsight Consult with CS enablement in the development of enablement programs that support PayScale's mission and business objectives and elevate the insights, skills, and careers of the CSM team.

Align programs and strategies to overall company strategy and initiatives Stay mindful of how CS strategies and process changes impact the broader PayScale business and incorporate potential business impact into work plans.

Stay informed of industry standards for client retention and upsell skills and incorporate this knowledge in ongoing CS plans.

Qualifications The ideal individual for this opportunity brings the following to the table:
A comprehensive view into the client lifecycle, team responsibilities and desired client outcomes. Works with varying personal work styles and adapts your communication to influence action. Program and project management skills to influence across the business and drive initiatives from conception to completion. Loves ambiguity and gets energy from building and shaping. Committed to high value initiatives and aggressively focused on prioritizing client impact above all else. Self-motivated and works well under an atmosphere of competing priorities among key partners.


The Requirements:

5years of experience in Customer Success with a focus on strategy 2

years of experience managing or leading CS teams Extensive experience with Gainsight, preferably the build of a Gainsight strategy from early adoption Strong execution skills for multi-functional and cross-organizational assignments and able to thrive in a constantly changing environment.

Experience working across teams to ensure a united vision, strategy, and results Experience and expertise in Gainsight a must Knowledge of Salesforce and Tableau preferred Additional Information Benefits & Perks - The Highlights:
All around awesome culture where together we strive to:Pursue excellence every day Create customer value Compete to win (and lose) as a team As part of our culture of transparency and commitment to employee engagement, we have several programs and resources such as:Regular virtual company meetings Coffee chats Table for 4 Executive conversation Spirit Week Pulsing tools for continuous conversations to drive performance and career growth Strengths based tools designed to help employees engage with peers and managers, supported through a program called StandOut Access to top notch learning courses for all employees through LinkedIn Learning As well as constant re-evaluation of what our employees need to be successful at work Our more standard benefits include:Flexible Paid Time Off program - most employees average around 3 weeks per year 14 paid holidays including Independence Week, Juneteenth and World Mental Health Day

Salary Range:
$80K $100KMinimum Qualification
Account ManagementEstimated Salary:
$20 to $28 per hour based on qualifications

Job Description The Senior Manager, Client Success Strategy will work with the Customer Success Operations and leadership teams to develop core strategies and priorities, ensuring that our customer engagement model delivers the intended outcome for our customers and business.

Within the CS Operations organization, you will be responsible for the evolution of our CS model across segments and within systems; providing a scalable customer lifecycle leading to improved customer satisfaction, retention, and growth.

In this role, this individual will:

Own development of CS strategy and execution plan for Customer Success managers and their leaders Develop and maintain a deep understanding of the entire client lifecycle journey and incorporate this knowledge into process improvement systems integration Understand client issues and effectively work with teams to develop tools and processes that enhance our ability to improve retention with our customer base Provide leadership and guidance to..

our Gainsight administrator and health score analysts Consult with CS leadership and operations to guide administrators in the development of calls-to-action, automations, and success plans designed to embed our CS journey into Gainsight Consult with CS enablement in the development of enablement programs that support PayScale's mission and business objectives and elevate the insights, skills, and careers of the CSM team.

Align programs and strategies to overall company strategy and initiatives Stay mindful of how CS strategies and process changes impact the broader PayScale business and incorporate potential business impact into work plans.

Stay informed of industry standards for client retention and upsell skills and incorporate this knowledge in ongoing CS plans.

Qualifications The ideal individual for this opportunity brings the following to the table:

A comprehensive view into the client lifecycle, team responsibilities and desired client outcomes. Works with varying personal work styles and adapts your communication to influence action. Program and project management skills to influence across the business and drive initiatives from conception to completion. Loves ambiguity and gets energy from building and shaping. Committed to high value initiatives and aggressively focused on prioritizing client impact above all else. Self-motivated and works well under an atmosphere of competing priorities among key partners.


The Requirements:
5
years of experience in Customer Success with a focus on strategy 2

years of experience managing or leading CS teams Extensive experience with Gainsight, preferably the build of a Gainsight strategy from early adoption Strong execution skills for multi-functional and cross-organizational assignments and able to thrive in a constantly changing environment.

Experience working across teams to ensure a united vision, strategy, and results Experience and expertise in Gainsight a must Knowledge of Salesforce and Tableau preferred Additional Information Benefits & Perks - The Highlights:

All around awesome culture where together we strive to:
Pursue excellence every day Create customer value Compete to win (and lose) as a team As part of our culture of transparency and commitment to employee engagement, we have several programs and resources such as:
Regular virtual company meetings Coffee chats Table for 4 Executive conversation Spirit Week Pulsing tools for continuous conversations to drive performance and career growth Strengths based tools designed to help employees engage with peers and managers, supported through a program called StandOut Access to top notch learning courses for all employees through LinkedIn Learning As well as constant re-evaluation of what our employees need to be successful at work Our more standard benefits include:
Flexible Paid Time Off program - most employees average around 3 weeks per year 14 paid holidays including Independence Week, Juneteenth and World Mental Health Day


Salary Range:
$80K $100K
Minimum Qualification

Account ManagementEstimated Salary:
$20 to $28 per hour based on qualifications

Company information
As the industry leader in compensation data and technology, Payscale helps organizations #getpayright.

Payscale is the only technology solution for managing compensation that provides multiple streams of fresh, transparently curated, and validated salary data.

Combined with modeling engines that learn continuously and generate recommendations and insight, Payscale empowers HR to price jobs and adjust compensation to reflect near real-time changes in the market — all on one trusted data platform.

With Payscale's Adaptive Compensation Advantage, teams operate with efficiency, focused on outcomes rather than manual data management. To learn how companies like The Washington Post, Perry Ellis International, United Healthcare and The New York Times rely on PayScale to attract and retain top talent, motivate and engage employees, and plan their future workforce, visit
Information Technology, Finance, Financial Services, Manufacturing, Technology, Consulting, Software Development, Retail Trade, Education, Data Analysis
Privately Held
Seattle, Washington

Company Specialties:
salary surveys, salary benchmarking, compensation planning, salary data, compensation data, job pricing, talent management, job descriptions, compensation surveys, market pricing, hr consulting, salary, pay, compensation, hr, human resources, data, compensation software, compensation management , pay data , wage data, and job market data

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