Sr. Customer Success Manager

Overview

As a pivotal partner and strategic advisor, our Senior Customer Success Manager champions customer relationships, driving satisfaction and customer retention. In this highly visible and customer-facing role, you will own the success of our most complex, high-value enterprise accounts, developing deep partnerships with senior stakeholders. You’ll be voice of the customer within HR Acuity to understand ensure positive customer outcomes throughout the customer lifecycle, from implementation through renewal. 

 

What We Offer: 

• Impactful Work: Make a tangible difference in our customers’ success and be part of a forward-thinking team. 
• Strategic Exposure: Collaborate closely with internal executive leadership and senior & executive levels contacts at customer organizations.

• Professional Development: Continuous learning opportunities to enhance your skills and knowledge. 

• Travel Opportunities: Engage with customers on-site, with travel up to 20% of the time. 

  

Your Contribution: 

  

• Strategic Guide: A proactive partner capable of driving enterprise-wide transformation and alignment through data, insight, and consultative guidance. Comfortable engaging at the executive level, translating business goals into actionable success plans.
• Customer-Centric: A passion for delivering exceptional customer experiences. 

• Proactive Communicator: Excellent communication skills to liaise with customers and internal teams. 

• Agile and Adaptable: Ability to adapt swiftly to new business demands, understanding that change powers collective and individual growth. 

• Self-Starter: Ability to work independently and autonomously. 

• Integrity: Uphold our core values and conduct business with the highest ethical standards. 

• Join us and be a catalyst for success in our journey to revolutionize customer experiences in the HR tech space! 

Join us and be a key player in our journey to excellence!

 

At HR Acuity®, we empower our team to #BeBold—embracing innovation and new challenges. With the right tools, we help you #WorkSmarter, fostering collaboration so we can all be #BetterTogether. If you're excited about being part our growth story, we’d love to chat!

 

About Us: HR Acuity® is the leading provider of employee relations case management and investigation software. We help organizations standardize how workplace issues are reported, documented, and investigated. Our data-driven approach  to managing workplace issues helps our clients and partners build trusted, inclusive cultures where employees feel safe.

 

This is an #All-in Zone. We are a fast-growing, innovative company where being #All-in is the norm. From our female founder CEO to every team member, we embrace a fully engaged mindset. We bring our best every day, fueled by passion for our mission and culture—and we expect the same from everyone who joins us.

 

At the same time, we are deeply committed to fostering an inclusive, diverse workplace where different perspectives are valued and respected. We believe in creating an environment where everyone can show up as their authentic selves and thrive. If this sounds like you, keep reading.

 

Click here to learn more about our values and benefits

 

Please note that for this position, we are only accepting direct applications. Submissions from agencies will not be considered.

 

 

The Opportunity

• Enterprise Relationship Management: Cultivate strategic relationships with multiple stakeholder levels, including executive and ER/HR leaders, across a complex portfolio of customers. Be a trusted business advisor, not just a point of contact.
• Strategic Planning and Executive Alignment: Develop and execute robust customer success plans aligned with executive goals and organizational KPIs. Facilitate high-impact Executive Business Reviews that demonstrate ROI and strategic progress.
• Platform Expertise: Offer guidance on platform best practices to align with clients' strategic goals. Track product adoption and usage to improve customer interaction, ensuring a smooth and efficient user experience. Consistently refine engagement strategies to drive greater impact & platform adoption.  Deliver actionable recommendations and thought leadership grounded in employee relations best practices.
• Mitigate Customer Risk: Proactively identify and mitigate customer risk as it arises. Drive cross-functional collaboration to address and resolve customer issues promptly and secure long t