Customer Success Manager (B2B SaaS HR Solutions)

Job Description

We are looking for a proactive and customer-focused Customer Success Manager (CSM) to join our team and drive success for our B2B clients using our HR SaaS platform. As the primary point of contact post-sale, youll be responsible for ensuring smooth onboarding, fostering product adoption, and building long-term relationships with key stakeholders in HR departments. Your goal will be to ensure our clients see continuous value from our solution and stay engaged, happy, and successful. Key Responsibilities: Own and manage the customer lifecycle from onboarding through renewal and expansion. Guide HR teams through platform implementation and training to ensure successful adoption. Act as the voice of the customer internally, helping influence product roadmap and support priorities. Conduct regular check-ins and QBRs to monitor usage, identify opportunities, and mitigate churn risks. Collaborate with Sales, Product, and Support teams to resolve client issues quickly and effectively. Build success plans and KPIs for clients to measure the ROI of the HR platform. Maintain a high level of customer satisfaction and drive upsell opportunities where appropriate. Requirements: 25 years of experience in Customer Success, Account Management, or Client Services preferably in a B2B SaaS environment. Experience working with HRTech, HRIS, or similar platforms is a strong plus. Excellent communication and relationship-building skills. Ability to translate technical product capabilities into business value. Highly organized with a proactive mindset and strong problem-solving skills. Familiarity with tools like HubSpot, Salesforce, Gainsight, or Zendesk is a bonus. Preferred Qualifications: Experience onboarding mid-to-large enterprise clients. Understanding of modern HR processes and challenges. Data-driven approach to tracking success metrics and reporting client outcomes.