Principal Customer Success Manager

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally.


Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States or Canada.

About the opportunity
Dayforce is currently seeking a dynamic Principle Customer Success Manager to help lead large scale HCM clients spanning from Implementation through ongoing service delivery. As a Principle Customer Success Manager joining our HCM team, you will assume a key leadership role as a business and technical champion for our global and enterprise customers. In this role, you will function as the owner for technical, commercial, product and support requests and be responsible for coordinating and mobilizing internal colleagues to ensure customer success. As a trusted client advocate, you will think strategically about the business requirements, products and delivery milestones helping our clients understand best practices around Dayforce HCM. You will be responsible for indirectly managing global diverse teams and overseeing the smooth integration of our delivery model with client stakeholders. To be successful in this exciting opportunity you must have the energy, passion and fortitude to grow the business, coupled with a high sense of technical expertise, business acumen, ownership and accountability for ongoing service delivery.

What you’ll get to do
• Own and manage a portfolio of enterprise and global clients (15-20) with annualized revenue between $2.5 - $6M.
• Exercise effective portfolio stewardship and control with a key emphasis on revenue retention and credit claims.
• Own, drive, understand and help facilitate key annual business calendar projects and requirements with various internal resources to include Year End and Annual Enrollment activities.
• Provide technical leadership and support technical excellence by investigating technical issues and delivering best practice recommendations to the client.
• Lead all client meetings and engagements. Regularly monitor relationship performance and resource allocation from a customer delight and margin perspective.
• Encourage and enable constructive cross-country teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviors that are not consistent and/or the best interests of the business and our clients.
• Effectively plan, coordinate, and support application upgrades changes and hotfixes to drive successful outcome.
• Take a proactive approach to client planning by collaborating with product, Dayforce Support, other internal partners and senior management, as appropriate.
• Contribute to the implementation process through governance frameworks, best practices and standards to ensure quality, effective risk management and compliance.
• Engage with resources in Hosting, R&D, and Implementation to drive issues to closure.
• Work with product management and Dayforce support teams on product innovation and enhancements that will improve the products and services we provide to our clients.
• Has an “I own it” attitude about deliverables and projects from start to finish.
• Responsible for ensuring contract and service level agreements (SLA) compliance.
• Seek out and embrace feedback, take on assignments that challenge and improve skills

Skills and experience we value
• Bachelor's degree in Science, Technology, Engineering, Math or equivalent experience (Computer Science preferred).
• 8+ years of relevant work experience in leadership, customer relationship management, consulting, implementation, or support roles demonstrating progressive advancement and achievement.
• 3+ years of relevant work experience in owning and managing large, high net worth complex clients in the EU, UK or North America.
• Comprehensive understanding and experience of HCM best practices and how to apply them against customer requirements.
• Project management experience, as you will be coordinating across various internal teams to ensure success for your accounts.
• Experienced in communicating technical information and complex technical issues to a variety of stakeholders.
• Familiarity with Microsoft Technology (.Net / Windows Server / SQL Server), and/or HTML. Understanding of file feeds, XML and SQL.
• Thorough under