Customer Success Manager

Summary

Join Fourth as a Customer Success Manager and strategically manage and ensure the success of our diverse customer portfolio, encompassing PEO, HR-Payroll, and SaaS accounts. Guide clients through their lifecycle, optimize product and service utilization, and drive retention, growth, and engagement. Collaborate with internal teams to ensure client satisfaction, product adoption, and effective issue resolution. Achieve revenue retention and expansion goals, build strong executive relationships, and represent the customer voice within the organization. Evaluate client processes, recommend improvements, and develop account strategies. Support product adoption, facilitate training, and collaborate with marketing for testimonials and event participation. Monitor client portfolios, meet retention and growth metrics, and serve as an escalation point for critical support issues.

Requirements

• Strong knowledge of PEO, HR, payroll, work comp, and SaaS solutions
• Experience in subscription revenue management, contract negotiations, and customer lifecycle strategies
• Excellent communication and presentation skills, with the ability to influence and engage C-level executives
• Exceptional organizational and time management abilities; capable of multitasking in a fast-paced environment
• Team-oriented, collaborative approach with a proactive and solutions-focused mindset
• 5+ years of experience in account management or customer success, ideally within SaaS or HR industries
• Proven track record of meeting/exceeding revenue targets

Responsibilities

• Act as the primary relationship owner for a portfolio of clients, establishing productive relationships with executive leaders
• Ensure revenue retention and growth through contract renewals, upsell/cross-sell opportunities, and strategic account management
• Proactively identify and address client needs, recommending tailored HR, payroll, and SaaS solutions to enhance workplace efficiency and compliance
• Conduct Quarterly Business Reviews (QBRs) to evaluate client engagement, utilization, and satisfaction, often with C-level participants
• Work closely with internal teams (e.g., Sales, HR, Payroll, and Product) to resolve client inquiries and service issues promptly, meeting SLAs and maintaining high client satisfaction
• Partner with Sales on prospect introductions, contract negotiations, and ensuring smooth onboarding
• Represent customer feedback internally, advocating for product enhancements and operational improvements
• Evaluate client HR and payroll processes, recommending and implementing improvements for maximum service delivery
• Develop and execute account strategies, ensuring adherence to agreed timelines and deliverables
• Support widespread adoption of Fourth’s products and services within client organizations, facilitating training as needed
• Collaborate with marketing to secure testimonials and promote customer participation in events
• Monitor and manage client portfolios to meet or exceed retention and growth metrics
• Serve as an escalation point for critical support issues, ensuring swift resolution

Preferred Qualifications

• Proficiency in Microsoft Office Suite; knowledge of ClientSpace, PrismHR, and HRIS systems is a plus
• Bachelor’s degree from an accredited institution preferred
• Bilingual (English/Spanish) is a plus

Benefits

• Unlimited PTO
• Health, Dental, Vision
• 401K match
• Charity Days
• Parental Leave
• Flexible Work Environment