Customer Success Programs Manager Principal

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.
About the opportunity
The Dayforce Customer Success (CS) Programs Manager - Principal will lead some of the most important and complex CS global programs. This experienced individual will lead internal programs with significant business impact. These programs will help create increased global process consistency, codify best practices, and address pain points for the CS teams by helping to improve efficiency and remove roadblocks. In addition, these programs will also impact our customers and partners, ultimately improving their Dayforce experience.
Reporting to the Senior Director, CS Global Programs, the CS Programs Manager - Principal will work closely with other team members in the CS Programs & Strategy Team, which includes CS Enablement, Communications, Customer Insights, and other program managers). This visible position will also work closely with CS Leadership, CS Teams and cross-functional leaders on our Sales, Marketing, Services, Support, IT, and SP&T (Strategy, Product and Technology) teams.
What you’ll get to do
The responsibilities for the CS Programs Manager - Principal will vary based on business needs and priorities. Sample activities are listed below:
• Prioritize programs that align with business objectives.
• Support the standardization of our CS engagement catalogue, playbooks, templates, and other relevant assets, ensuring consistent and effective engagement practices across the organization.
• Collaborate with CS leaders to provide support and assistance in scaling their impact in the field, enabling them to maximize their effectiveness and achieve their goals.
• Develop and implement CS programs that contribute to a high customer retention rate and strong customer satisfaction.
• Ensure program go-lives have accompanying change management plans, including communications and/or enablement.
• Contribute to the planning and execution of customer-facing programs, including leadership roundtables, industry forums, user group meet-ups, customer advisory boards, executive circles, or similar initiatives. This would be done in collaboration with the Marketing, Sales, SP&T, and Community & Advocacy teams.
• Contribute to the maintenance of customer-facing assets for the CS organization.
• Support continuous improvement and refining the rules of engagement for the CS organization.
Skills and experience we value
• Minimum of 10 years of experience in a customer-facing role or function.
• Experience in project or program management with a focus on supporting, planning, data analysis, and execution.
• Strong relationship management skills and ability to motivate and influence change.
• Excellent written and verbal communication skills.
• Ability to multitask, prioritize, and follow through on tasks and projects.
• Proficiency in MS Office, Salesforce CRM, and familiarity with HCM products.
• Self-starter with the ability to work independently with minimal supervision.
• Strong analytical and problem-solving abilities.
• Ability to address cross-functional and cross-organizational issues independently.
What would make you really stand out
• Customer-focused mindset with a dedication to delivering customers value and satisfaction.
• Experience working with global teams.
• Demonstrated innovation and creativity while ensuring continuous high-quality output.
• Team player who fosters collaboration and contributes to a positive work environment.
• Propensity for action.
• Results-driven with a good balance of relationship and task orientation.
• Systems thinker who is purposeful and decisive.
• Communicates with authenticity, courage, and composure.


What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer exc