Customer Success Manager II

About the role

We're seeking an experienced and strategic Customer Success Manager II to join our team. In this role, you'll partner closely with our customers to ensure they realize the full value of our leave management SaaS platform. You'll build trusted relationships, drive adoption, promote retention, and help customers achieve measurable outcomes. This is a great opportunity for someone who thrives on collaboration, problem-solving, and making a meaningful impact for both clients and colleagues.

What you'll do

• Manage a portfolio of customers, serving as their primary advocate and trusted advisor.
• Drive platform adoption and engagement through onboarding, training, and success planning.
• Identify risks to retention and develop proactive strategies to mitigate them.
• Partner with customers to uncover opportunities for expanded usage and value realization.
• Collaborate cross-functionally with Sales, Product, and Support to deliver seamless solutions.
• Escalate and manage resolution of complex customer issues.
• Track customer health metrics, retention trends, and account activities in CRM/CS tools.
• Provide customer insights to inform product development and process improvements.
• Support company security and compliance standards within your role.

What you'll bring

• Bachelor's degree in Business or related field, or equivalent experience.
• 3-5 years of experience in customer success, account management, or a related client-facing role in SaaS.
• Strong understanding of customer lifecycle management and SaaS success drivers.
• Proven ability to manage multiple accounts with varying levels of complexity.
• Excellent communication, relationship-building, and problem-solving skills.
• Proficiency with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).
• Experience in HR technology, leave management, or compliance-focused SaaS.
• Knowledge of FMLA, ADA, or related HR compliance requirements.
• Demonstrated success driving retention, upsell, or expansion.

We offer

• Impact that matters. You'll do work that shapes the future of the modern workplace
• Flexibility and trust. We're remote-first and results driven. You'll have the freedom and flexibility to do your best work, wherever you do it best.
• Growth and development. We believe the best work happens when people are growing. You'll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact.
• Competitive rewards. We offer comprehensive benefits, a performance-based bonus program, and equity opportunities - because when we grow, you should too.
• Time for life. Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life.
• Belonging and balance. We're building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.

• We're committed to building a team as diverse as the customers we serve.
• If your experience doesn't align perfectly with every qualification, we still encourage you to apply you might be exactly what we're looking for.
• If this sounds like a fit, apply today, we'd love to meet you!

• Final compensation is determined based on a candidate's relevant experience, skills, education, and geographic location. This position is also eligible for annual bonus.
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