Customer Success Manager

Overview

We're looking for a relationship-driven Customer Success Manager to support a portfolio of Enterprise customers. This is not your typical CSM role — we're seeking someone who thrives in complex, high-stakes environments and knows how to navigate large organizations, multiple stakeholders, and long-term strategic relationships.

In this role, you'll become a trusted advisor to some of our most valuable customers, driving adoption, demonstrating measurable value, and championing satisfaction at every stage of the customer journey. You'll develop deep knowledge of each customer's business goals and align our solutions to their evolving needs.

You'll collaborate closely with Account Management to identify expansion and upsell opportunities, turning healthy relationships into long-term growth. Success here isn't just about retention — it's about becoming an indispensable partner to the enterprise accounts you own. 

 

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

What you’ll do 

• Build strong, multithreaded relationships with customer stakeholders 

• Lead executive business reviews and create tailored success plans 

• Drive platform adoption and customer engagement through consultative guidance 

• Monitor usage, identify risks, and execute mitigation strategies 

• Collaborate with Account Managers to support renewal and growth motions 

• Partner cross functionally with Product, Support, Sales, and Operations 

• Surface customer feedback and advocate for platform and process improvements 

• Foster customer advocacy through exceptional experiences 

 

  

What We Offer:

• Remote first flexibility anywhere in the U.S. 

• Meaningful work impacting customer outcomes 

• Professional growth and continuous learning opportunities 
• A collaborative, mission driven team that values transparency and improvement 

 

Success Looks Like 

• Strong, trusted customer relationships 

• Increased adoption and value realization 

• Early risk identification and effective mitigation 

• High-quality strategic reviews and success plans 

• Strong partnership with Account Managers on renewals and expansion 

• Accurate account health insights and CRM updates 

• Positive customer sentiment and advocacy 

 

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

Qualifications

Required Experience

• 3+ years in Customer Success with Enterprise clients (HR tech, SaaS, or related fields preferred) - this is a must — SMB or mid-market experience alone won't set you up for success here.

• Proven experience managing complex, multi stakeholder enterprise accounts with diverse organizational structures 

• Proficiency with Microsoft Office and CRM tools; quick learner of new technologies. Salesforce, Pendo &