Sr. Customer Success Manager

Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check. 

Essential Job Duties

In case you haven’t heard us mention it before... We really love our customers! And we are excited to offer an opportunity to join our dynamic team at BambooHR as a Sr. Customer Success Manager! At BambooHR, we are dedicated to providing an exceptional software experience that helps our clients manage their most valuable resource: their people. As a Sr. Customer Success Manager, you will play a crucial role in ensuring our clients not only achieve their desired outcomes using our platform but also receive unparalleled support and service. Our mission is to set them free to do great work and sometimes they need a helping hand to get there. Cue - our Sr. Customer Success Manager! Our Sr. Customer Success Managers will work with customers who are at different stages in their life-cycle whether that be healthy customers, at-risk customers who have low adoption, or low overall health to identify areas they could drive improvements. We take a great deal of pride in delighting our customers in every opportunity, even when something isn’t going right. So as one of the vital heroes in the customer experience lifecycle, you will partner with businesses to work through obstacles, set and achieve goals, and find potential and value for them as they use BambooHR products. 

Now let’s talk about a day in the life of Customer Success. You will:

• Meet with clients to work through concerns and absolutely obsess over their success
• Analyze and recommend ways a customer can improve utilization and increase value from BambooHR features, products, or integrations
• Impact increased MRR through Expansion, integrations, and headcount growth
• Respond to urgent and high-risk customer scenarios, such as escalations, legal/social media-related issues, etc.
• Work cross-functionality to resolve immediate customer concerns and to implement long-term solutions
• R&D efforts to plan for scaling Success in the future, which may include dedicated account management

What You Need to Get the Job Done

• Ability to conduct strong discovery during client interactions
• Be appropriately bold with internal BambooHR interactions and external client interactions 
• Seek and action on proactive opportunities to make impacts on client accounts 
• Dive deeper into ‘No’s and provide appropriate rebuttals
• Understand and drive individual and team results
• Retention mindset
• Facilitate being a change champion with teammates, customers, and their stakeholders
• Clarity and confidence in written and verbal communication, as well as in presentations
• Strong persuasion and negotiation skills 

What Will Make Us REALLY Love You 

• You have experience with the BambooHR software
• 3-5 years experience in a Customer Success role
• Proven experience in persuading clients leading to a change in behavior increasing adoption of the software, and retaining clients
• Ability to upsell value of a product, resulting in lead generation
• Experience in successful risk mitigation
• You have a desire to be a lifelong learner and to instill a learning mindset in others. 
• Advanced data manipulation in Excel 

What You’ll Love About Us

• Great Company Culture. We’ve been recognized by multiple organizations like Inc, Salt Lake Tribune, Glassdoor, & Comparably for our great workplace culture.
• Make an Impact. We care about your individuality by giving you freedom to grow and create within the company, regardless of your position.
• Rest and Relaxation. 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation (ask us about this)!
• Health Benefits. Medical with HSA and FSA options, dental, and vision.
• Prepare for the Future. 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance.
• Financial Peace University. We pay for a one year subscription and you walk away with financia