Customer Success Manager II

About the role

At AbsenceSoft, we’re transforming the employee experience. Our secure, intuitive technology helps employers bring humanity, certainty, and efficiency to some of the most complex moments in the workplace. Built by HR professionals for HR professionals, we’re proud of where we’ve been and even more excited about where we’re going. We’re seeking an experienced and strategic Customer Success Manager II to join our team.

Responsibilities

• Manage a portfolio of customers, serving as their primary advocate and trusted advisor.
• Drive platform adoption and engagement through onboarding, training, and success planning.
• Identify risks to retention and develop proactive strategies to mitigate them.
• Partner with customers to uncover opportunities for expanded usage and value realization.
• Collaborate cross-functionally with Sales, Product, and Support to deliver seamless solutions.
• Escalate and manage resolution of complex customer issues.
• Track customer health metrics, retention trends, and account activities in CRM/CS tools.
• Provide customer insights to inform product development and process improvements.
• Assist in maintaining applicable organizational security and compliance controls within your role.

Requirements

• Bachelor’s degree in Business or related field, or equivalent experience.
• 3–5 years of experience in customer success, account management, or a related client-facing role in SaaS.
• Strong understanding of customer lifecycle management and SaaS success drivers.
• Proven ability to manage multiple Enterprise SaaS accounts with varying levels of complexity.
• Excellent communication, relationship-building, and problem-solving skills.
• Proficiency with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).
• Experience in HR technology, leave management, or compliance-focused SaaS.
• Knowledge of FMLA, ADA, or related HR compliance requirements.
• Demonstrated success driving retention, upsell, or expansion.

Qualifications

• Bachelor’s degree in Business or related field, or equivalent experience.
• 3–5 years of experience in customer success, account management, or a related client-facing role in SaaS.
• Strong understanding of customer lifecycle management and SaaS success drivers.
• Proven ability to manage multiple Enterprise SaaS accounts with varying levels of complexity.
• Excellent communication, relationship-building, and problem-solving skills.
• Proficiency with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).
• Experience in HR technology, leave management, or compliance-focused SaaS.
• Knowledge of FMLA, ADA, or related HR compliance requirements.
• Demonstrated success driving retention, upsell, or expansion.

Skills

• Customer success management
• Account management
• Sales
• Product
• Support
• CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight)
• HR technology
• Leave management
• Compliance-focused SaaS
• Customer retention
• Upsell and expansion

Benefits

• Competitive rewards
• Flexible and trust-based environment
• Growth and development opportunities
• Comprehensive benefits
• Performance-based bonus program
• Equity opportunities
• Flexible time off
• Paid holidays
• Flexible leave programs

Pay

The Pay Range For This Role Is 75,877 - 94,846 USD per year(US National)