Senior Customer Success Manager

Summary

Join Visier, a leader in people analytics, as a Sr. Customer Success Manager (Sr. CSM)! In this role, you will drive exceptional customer experiences throughout the post-sales journey, managing a portfolio of accounts and leveraging product expertise to align account strategy with business outcomes. You will build and maintain strong customer relationships, ensuring high satisfaction and loyalty. Proactive focus on product optimization, adoption, and engagement is key to driving renewals, expansion, and advocacy. You will collaborate closely with sales, serve as the primary point of contact for customer issues, and identify opportunities and risks. This role requires strong customer success management experience in a SaaS environment, HR domain expertise, and excellent communication skills. Visier offers a competitive salary and bonus structure.

Requirements

• Have fearlessness when it comes to emerging technology adoption, with innate curiosity and the ability to excel at learning new systems, methodologies, and processes quickly
• Have a partnership mentality, building exceptional relationships with your customers and cross-functionally, going above and beyond to create exceptional customer experiences
• Actively build a network of relationships and use network connections to help get things done
• Have entrepreneurial thinking by understanding how the customer fits into the broader marketplace
• Have strong experience as a Sr. Customer Success Manager / Customer Relationship Manager in a SaaS organization working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing
• Proactively identify or anticipate a need for customers prior to them asking
• Have working knowledge of the sales and renewal cycles
• Have the ability to manage implementation programs for customers newly onboarding and can manage a value-driven backlog through the customer journey using a shared resource model
• Understand the relationship between customer team, management and stakeholders
• Have domain expertise in Human Resources and a good working knowledge of HR information systems and technology, business intelligence, and applied analytics
• Communicate in a polished, professional, and authentic way, with the ability to understand your stakeholders and have the ability to adapt communication styles to foster desired outcomes
• Maintain a calm and focused approach to customers that are overly frustrated
• Be highly detail-oriented and able to manage multiple initiatives and competing priorities simultaneously
• Be organized and methodical with excellent follow-up to meet customer expectations and deadlines
• Enjoy working in a fast-paced, dynamic, and growing organization, adapting to changes in roles and responsibilities
• Be able to travel up to 15% as required

Responsibilities

• Manage a portfolio of customers and conduct proactive outreach and structured engagement to drive high satisfaction and value realization with their Visier solution
• In partnership with your aligned sales account executive, build a strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, their target outcomes and expected value realization, developing a value-driven implementation plan to connect the adoption of purchased Visier solutions to achieving their business goals
• Build a consultative relationship with each customer and work across business and functional units to gain customer insight and build effective partnerships
• Serve as the primary point of contact within the Customer Excellence Team for your customers, managing and driving the resolution of customer escalations through cross-functional collaboration across Visier
• Convert ideas into actionable plans to further increase our stickiness within a customers' organization
• Provide industry insights, guidance, best practices, and recommendations to drive the customer’s identified strategic outcomes with their purchased Visier solutions
• Meet assigned customer satisfaction and and strategic initiative targets in collaboration with Customer Excellence leadership
• Pass initial certification exams, quarterly releases, maintain expert level knowledge of Visier product offerings, configuration options, and have the ability to demonstrate to customers
• Be willing to take on additional responsibilities as needed

Benefits

• The base pay range for this position in the UK region is 75-85K GBP / year + bonus
• Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.)