Customer Success Manager, Emerging Accounts

About the role

Position Overview The Customer Success Manager (CSM) for the Emerging Accounts team owns a portfolio of SMB and mid-tier customers across Fourth’s SaaS, Payroll, and Services offerings. This is a one-to-many, execution-focused role: the CSM drives rapid onboarding, early wins, adoption, and renewal within an assigned book of accounts, using scalable playbooks and automation rather than bespoke, high-touch engagement. The CSM is the frontline owner of customer health and the first line of defense against churn. They do not manage people or set commercial terms — their job is to execute the adoption and retention motion consistently across a high-volume portfolio and to escalate risk, expansion signals, and process gaps upward.

Responsibilities

• Own an assigned portfolio of ~50-75 larger Emerging/SMB accounts across the customer lifecycle — onboarding through renewal.
• Collaborate with the Services team to monitor onboarding progress and ensure customers hit key adoption milestones and “time to first value” quickly.
• Define the value moment for each account: the specific business objective the customer is trying to achieve (e.g., reducing labor cost variance, improving payroll accuracy), and track usage/adoption data against progress toward that objective — not generic usage volume.
• Conduct milestone check-ins, monitor usage/adoption data and early churn indicators, and intervene with supplemental guidance where accounts fall off track.
• Respond to customer inquiries and support requests promptly, meeting SLA commitments in partnership with Support.
• Identify and flag expansion opportunities and renewal risk to the CSM Manager or Sales/Account Management for commercial follow-through.
• Own portfolio-level adoption and retention as operational inputs into the team’s GRR/NRR — the CSM executes against targets set by the CSM Manager, rather than setting them.
• Identify trends in customer challenges and suggest improvements to process, FAQs, knowledge base content, and automation.
• Use AI-enabled adoption and health-scoring tools as part of day-to-day portfolio monitoring to surface risk and expansion signal earlier and give feedback on where those tools help or fall short.
• Maintain accurate, current records in Salesforce (primary CRM), and Zendesk/NetSuite as needed.
• Work cross-functionally with Support, Product, and Sales; operate independently with minimal day-to-day supervision.

Requirements

• 1–3 years of experience in customer success, account management, onboarding, or customer support (SaaS, HR, or payroll preferred).
• Experience supporting SMB customers or managing high-volume, transactional workloads.
• Strong familiarity with SaaS onboarding workflows; able to explain technical features clearly and accessibly.
• Proficiency in Salesforce; familiarity with Zendesk and NetSuite is a plus.
• Comfortable using AI-enabled CS/adoption tooling (health scoring, workflow automation) as part of daily account management.
• Exceptional written/verbal communication, active listening, and an empathetic, customer-first approach.
• Proven ability to prioritize ruthlessly and manage time across a high volume of concurrent customer needs.
• Data-driven mindset for interpreting usage and adoption metrics against each customer’s stated objective; proactive about reducing early churn.

Skills

Metrics of Success: Time to first value achieved per customer; Adoption rate and product usage against each customer’s defined objective; Early churn rate within portfolio; SLA adherence and CSAT.

Benefits

• Unlimited PTO
• Medical, Dental, Vision Insurance
• 401k Match
• Parental Leave
• Laptop and equipment
• Remote employment limited to: AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, & WA