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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

Senior Customer Success Managers (CSMs) fuel customer success, retention, growth, retention, and customer advocacy with some of our largest Paychex clients. Each Senior CSM typically supports approximately 80 key accounts relationships of high spend and more complex organizations representing the top 10% of client annual revenue with annual between $100-200k with multiple executive personas and many end-users of the products. This role generates value for our customers by helping them develop strategies to onboard, adopt, and successfully utilize Paychex products to achieve their desired outcomes. The results of a Senior CSM's efforts should lead to healthy, adopted, referenceable customers that achieve value-based outcomes and are eager to expand their use of Paychex across their organization.

Responsibilities

+ Lead business planning by building and inspecting the strategic roadmap for every customer that defines how they should consume and adopt Paychex products to meet their desired outcomes. Conduct frequent touch points with business executives to establish a trusted advisor relationship. With limited direction, the Senior CSM will work closely with Business Owners and Executive Leaders to anticipate concerns or challenges and proactively implement or create best practices to address them. Utilize assessment tools and reporting to analyze opportunities to support client business growth. Use discretion and judgment to decide on product and service recommendations to Executive Leaders to meet varied business needs.

+ Drive customer retention and adoption through inspecting issues and running specific plans to increase adoption health where required to ensure that all customers are successful with Paychex. Deliver value-based outcomes through tying adoption health to value of the solution and ensure value is being delivered so customers can quantify and justify their investment. Communicate upcoming price lock expiration deadlines and provide value messaging to customers on their current product suite.

+ Upsell & Cross-sell referrals – Partner with Sales to identify expansion opportunities for core and noncore products and refer them to the appropriate sales counterpart. Upsell Expansion – Execute expansion opportunities for core products and ensure we realize the expansion sales potential within your portfolio.

Qualifications

+ Bachelor's Degree - Preferred

+ 3 - 5 years experience in customer success with business analyst roles where customer growth was achieved primarily through continuously delivering value.

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

+ Proven ability to be a business advisor across all Paychex products.

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.