Paychex is reimagining how businesses manage their workforce by bringing payroll, HR, benefits, and advisory services together into a single connected HCM platform. As Paychex and Paycor come together, we're combining innovative technology, data-driven insights, AI, and human expertise to help organizations work smarter, support their people, and achieve better business outcomes. This is an exciting time to join our team as we continue to invest in innovation, simplify client experiences, and shape the future of work. At Paychex, you'll have the opportunity to grow your career, make a meaningful impact, and be part of something bigger as One Paychex.
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 anywhere from 200-300 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.

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.
Customer Service - Preferred
Sales - Preferred
Communication - Preferred
Management - Preferred
Presentations - Preferred
Customer Success Management - Preferred
Account Management - Preferred
Marketing - Preferred
Customer Support - Preferred
Software As A Service (SaaS) - Preferred
Project Management - Preferred
Customer Relationship Management - Preferred
Salesforce - Preferred
Customer Advocacy - Preferred
Accounting - Preferred

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.
Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.

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. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.

Paychex

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