Customer Success Manager

At Zenefits, our mission is to level the playing field for the other 99.7%— the underserved small and mid-size businesses that fuel our economy. These businesses face challenges disproportionate to their size and resources. That’s why we provide an intuitive, mobile, all-in-one People Operations ("POPs") platform specifically built for small businesses and their employees.

The Role:

The Customer Success team acts as the main point of contact for Zenefits’ largest customers, with the goal of ensuring their satisfaction and helping them to achieve their desired outcomes as a business. In addition to working with customers on their renewal, you will help coordinate any incoming questions that may come to you by directing them to the most appropriate team or assisting the customer directly. You will act as the customer’s advocate, working closely with the administrator on any issues or escalations and coordinating with our Product team on resolution. Your goal is to ensure our customers are getting the most out of our products and features to help them run their business - so they keep using Zenefits. 

What You’ll Do:

• Manage customer SaaS renewals, driving high retention and renewal rates as well as longer term customer commitments (annual and multi-year contracts)
• Reduce churn of existing customer base
• Identify opportunities for customers to achieve their goals through increased adoption, usage, or package features
• Partner with our customer sales team on relevant account cross-sell and up-sell opportunities
• Influence future lifetime value through product adoption
• Help drive new business growth through advocacy and reference-ability
• Track and follow-up on NPS responses to ensure customer satisfaction
• Perform Quarterly Business Reviews
• Project manage product or support issue escalations
• Manage appropriate hand-offs with fellow customer facing teams to ensure a smooth experience for the customer
• Work across internal teams to highlight areas for process and/or product improvement
• Ensure customers are educated on the platform, beta opportunities, and product releases

What You’ll Bring:

• 3-5 years experience in customer-facing roles including account management, customer success, or customer service
• Strong empathy for customers and inspiration to help them achieve their goals
• Passion for company revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• An understanding of the People Operations space is helpful (HR, Payroll, Benefits, Management)

Life at Zenefits:

As an equal opportunity employer, we’re leveling the playing field for everyone. We are proud to celebrate diversity and champion an inclusive workplace. No matter who you are, where you’re from, who you love, how you think, or what you believe, all are encouraged to apply.