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 TM- Reflects our commitment to employees, customers, partners and communities globally.


Location: Work is about what you do, not where you go. For this role, we are open to remote work and can hire anyone in the United States or Canada.
About the Opportunity
Reporting to the Director of Customer Success, this role will be helping us achieve the Customer Success Organization mission for the Major Market segment of customers across North America. We are on a mission to deliver quantifiable business value through engagements that drive growth, advocacy, and adoption.
What you’ll get to do
• Partner with customers on development of joint customer success plans, value plans and other essential customer assets. Review and maintain assets on a regular basis with ongoing improvement and evolution of assets during regular cadence to facilitate executive success reviews
• Conduct regular customer meetings with accounts in designated portfolio in accordance with governance frameworks and leading industry trends.
• Demonstrate strong customer management, engagement, communication, commercial, technical, and business acumen combined with passion and strength for building C-suite level customer relationships
• Partner with sales, services and our partner ecosystem to ensure success of Dayforce opportunities within the customer base. Proactively identify revenue opportunities and leads and pass them on to sales for execution
• Generate revenue from existing customer base by for example:
◦ Recommending/promoting value added services, products, and participating in sales performance incentive programs
• Develop account and territory plans for designated customers, maximizing growth potential, customer maturity progression, improving retention and on time renewals. Secure advocates and referenceable customers by maintaining strong customer satisfaction.
• Work closely with customers at all levels of management to build trust and confidence in Dayforce’s suite of products and services, owning senior level relationships and leading executive engagements
• Anticipate customers future requirements and provide broader industry/vertical/geo insights based on external and internal information
• Maintain customer details in Salesforce and help evolve our CRM setup to meet ongoing changing needs of the business
• Customer escalation management for commercial, business and relationship issues, working and coordinating with key delivery groups to meet the customer’s needs. Ensure required customer outcomes and results are met with quality and timely communication across teams
• Act as an objective customer advocate back into the business, influencing product and technology, marketing, services, and managed services to maintain a high level of customer satisfaction whilst managing customer expectations
• Identify solutions for greater and faster time to value through the understanding of customer requirements, external context, and researching the options available in our product and service offerings
• Contribute towards the upskilling of the CSM team and act as Dayforce talent brand ambassador, supporting leadership during hiring process
• Manage regional User Groups, attend customer meetings, and promote the generation of case studies and testimonials

Skills and experience we value
• Bachelor’s Degree plus 7 years related experience, or equivalent combination of education and related experience
• Foundational knowledge of customer success in SaaS, HR tech or Payroll industries
• Exceptional contract management and negotiation skills
• Understanding of customer service processes and expectations
• Ability to build relationships with stakeholders across the business internally and externally
• Executive presence, confidence and credibility
• Excellent communication skills, written and verbal
• Proficiency in using MS Office, Salesforce CRM or similar tool
• Familiarity with HCM software features and current competitive landscape
• Manage multiple, concurrent ongoing engagements and prioritize competing priorities
• Deliver high quality service in a fast-paced environment


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 t