Job Description
- Hire and lead a high performing team of CSMs to exceed Net revenue retention goals comprising renewal, upsell, and non-renewal churn targets.
- Execute on new and existing CS strategies that increase customer utilization of products & and services ultimately leading to high customer health and retention.
- Analyze success metrics & results on your team to inform onboarding, training, and mentoring strategies.
- Assist on customer calls, provide feedback to facilitate growth and distill themes for broader leadership team, including CS, Marketing, Product, and Sales.
- Find opportunity for continuous improvement for the customer experience.
- Lead effective one on ones centered in accountability and results to support growth and further development on team and in role.
- Champion the voice of the customer within the organization, advocating for enhancements to products, processes, and policies based on customer insights.
The ideal individual for this opportunity brings the following to the table:
- A growth and opportunity mindset with a willingness to be accountable to others and lead by example.
- A customer first and customer-centric approach with a bias towards action.
- Ability to motivate and influence across the business, regardless of authority.
- Invest in the professional development of team members by providing guidance, constructive feedback, and opportunities for growth, fostering a culture of continuous learning.
- Be adaptable and open to change and possess the ability to lead through adversity.
- Shown success in working in a highly cross-functional environment, comfortable exercising influence across company leadership.
- Display strong business acumen through data analytics and customer feedback to inform strategic decisions, identify trends, and prioritize initiatives that will have the greatest impact on customer satisfaction and retention.
- 4+ years of Sales or Customer Success Management experience in a recurring revenue business
- 2+ years leading a team; experience growing, developing and, driving results is highly desirable
- Experience leading teams in Human capital management technology industry is a plus
- Experience with Salesforce and Gainsight preferred
- Bachelor's Degree
Compensation
In the spirit of pay transparency, we are excited to share the base salary range for this position is $105,400 - $158,200, exclusive of fringe benefits or potential bonuses. This position is also eligible for a commissions target of $30,000. If you are hired at Payscale, your final base salary compensation will be determined based on factors such as skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider any internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).
Company Description
Location
Payscale has an employee centric remote-first model, providing flexibility to do your best work in a space that supports you and finding time to collaborate in person for the moments that matter. Payscale has employees across the US, Canada, and the UK with unlimited access to WeWork and Regus spaces. We are unable to hire in the Quebec Province, Northern Ireland, and Hawaii at this time.
Benefits and Perks
All around awesome culture where together we strive to live our 5 values:
- Respect every individual, work as a team
- Be Customer first, customer centric
- Have a Bias towards action
- Commit to excellence (we give our best everyday)
- Make Data driven decisions
An open and inclusive culture where you’ll learn and grow through programs and resources like:
- Monthly company All Hands meetings
- Regular opportunities for executive leadership exposure through things like AMAs
- Access to continued learning & development opportunities with dedicated quarterly learning hours and courses offered via Workramp
- Our commitment to a continuous feedback culture which allows us to drive performance and career growth
- A growing network of employee resource groups
- And more!
Our more standard benefits (US)
- Flex Paid Time Off, giving you flexibility to rest, relax and recharge away from work.
- 15 Paid Company Holidays, including an extended Fourth of July break, World Mental Health Day, and Juneteenth
- A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale
- 401(k) retirement program with a fully vested immediate company match
- 12 weeks of paid parental leave for birthing or non-birthing parents
- Unlimited Infertility coverage benefits through our medical plans
- Health Savings Account (HSA) options and company contribution each pay period
- Flexible Spending Account (FSA) options for pre-tax employee allocations
Equal Opportunity Employer:
We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.
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