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Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential.

Overview

The Customer Success Manager role is responsible for getting customers onboarded successfully, monitoring their satisfaction, expanding customer accounts, improving retention, resolving issues, and reducing churn. Customer Success Managers (CSMs) generally handle around 165 less complex accounts, focusing on small to mid-sized businesses (SMB) and mid-market segments. These customers usually have a single buying center and utilize a limited range of Paychex services.

Responsibilities

+ Each month, analyze and respond to usage data, prioritizing 'at risk' customers to reduce churn and uncover opportunities for value optimization.

+ Drive customer adoption through new product/service onboarding, inspecting issues, and running specific plans to increase adoption health where required to ensure that all customers are wildly successful with Paychex.

+ Upsell & Cross-Sell Referrals: Collaborate with Sales to identify opportunities for expanding core and non-core products and refer these opportunities to the appropriate sales counterpart.

+ Low to Medium Spend, Growth Accounts: Engage proactively with clients throughout the post-sales customer lifecycle, focusing on numerous low-revenue accounts.

+ Support escalations as a liaison with the support team to coordinate successful issue resolution for customers.

+ Establish "trusted advisor" relationships with the management and technical teams on the customer side while working seamlessly with our account team to extend Paychex's reputation and vendor position.

Qualifications

+ Bachelor's Degree - Preferred

+ 2-3 years experience in customer success in roles where customers growth was achieved primarily through continuously delivering value.

+ Experience with building customer relationships across organizations from management to end-user.

Live the Paychex Values

+ Act with uncompromising integrity.

+ Provide outstanding service and build trusted relationships.

+ Drive innovation in our products and services and continually improve our processes.

+ Work in partnership and support each other.

+ Be personally accountable and deliver on commitments.

+ Treat each other with respect and dignity.

What's in it for you?

+ We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.

+ We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.

+ We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.

+ We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.

+ We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.

Not sure if you meet every requirement?

At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.

Paychex is an equal opportunity employer that fosters a workplace culture of Diversity, Equity, & Inclusion. Our valued employees and commitment to DEI are the essence of our internal and external success.