Senior Customer Success Manager

About the role

The Senior Customer Success Manager (Sr. CSM) is a strategic advisor responsible for driving exceptional customer outcomes, long-term retention, and account expansion. This role partners closely with enterprise-level customers to maximize the value derived from Dayforce solutions, ensuring alignment with strategic business objectives and measurable ROI.

Responsibilities

• Value Realization & Adoption
• Partner with executive sponsors to define strategic success criteria, KPIs, and measurable business outcomes.
• Lead strategic success planning and governance across large, complex accounts.
• Translate product adoption data into actionable business insights and quantified value metrics.
• Conduct in-depth value realization reviews, ROI analyses, and executive business presentations.
• Align with Sales and Services to ensure continued solution expansion tied to proven customer outcomes.
• Retention & Advocacy
• Own the customer lifecycle across multiple accounts, driving renewal strategy and long-term engagement.
• Lead executive business reviews (EBRs), steering committee meetings, and quarterly success scorecards.
• Drive customer advocacy by developing success stories, references, and customer speakers for industry events.
• Partner with Product and Marketing to channel customer insights into innovation and roadmap influence.
• Anticipate renewal risks and proactively implement retention strategies.
• Growth
• Act as a strategic partner to identify and shape opportunities for upsell, cross-sell, and expansion.
• Develop and execute joint account growth plans with Sales and Customer Success leadership.
• Influence solution adoption and growth through consultative value discussions with senior stakeholders.
• Lead workshops, executive roadmap sessions, and strategic alignment reviews to promote continued partnership.
• Relationship Management
• Serve as a trusted advisor to C-suite and senior business leaders, aligning solutions to business outcomes.
• Build and maintain multi-level relationships within customer organizations, from operational users to executives.
• Facilitate peer community connections, advisory boards, and customer leadership forums.
• Escalate and resolve complex customer challenges with diplomacy and executive presence.
• Leadership & Mentorship
• Serve as a subject matter expert and mentor to CSMs, contributing to team enablement and development.
• Partner with leadership to refine customer success playbooks, best practices, and success metrics.
• Lead internal initiatives to improve customer lifecycle processes, account health scoring, and success analytics.

Skills And Experience

• 7+ years of customer success or account management experience, preferably within HCM, Payroll, or SaaS enterprise solutions.
• Proven track record managing complex, multi-stakeholder customer relationships and large enterprise portfolios.
• Deep understanding of SaaS adoption, value realization, and retention strategies.
• Strong business acumen and ability to articulate ROI and business impact at the executive level.
• Excellent communication, negotiation, and presentation skills with a consultative approach.
• Proficiency with Salesforce, ChurnZero, or similar customer success platforms.
• Strategic thinking skills with a strong executive presence and customer-first mindset.
• Skilled at managing ambiguity and driving clarity across complex business challenges.
• Collaborative leadership skills with the ability to influence cross-functional teams.
• Data-driven, analytical, and proactive in identifying trends.

What You'll Get To Do

Value Realization & Adoption

• Partner with executive sponsors to define strategic success criteria, KPIs, and measurable business outcomes.
• Lead strategic success planning and governance across large, complex accounts.
• Translate product adoption data into actionable business insights and quantified value metrics.
• Conduct in-depth value realization reviews, ROI analyses, and executive business presentations.
• Align with Sales and Services to ensure continued solution expansion tied to proven customer outcomes.

Retention & Advocacy

• Own the customer lifecycle across multiple accounts, driving renewal strategy and long-term engagement.
• Lead executive business reviews (EBRs), steering committee meetings, and quarterly success scorecards.
• Drive customer advocacy by developing success stories, references, and customer speakers for industry events.
• Partner with Product and Marketing to channel customer insights into innovation and roadmap influence.
• Anticipate renewal risks and proactively implement retention strategies.

Growth

• Act as a strategic partner to identify and shape opportunities for upsell, cross-sell, and expansion.
• Develop and execute joint account growth plans with Sales and Customer Success leadership.
• Influence solution adoption and growth through consultative value discussions with senior stakeholders.
• Lead workshops, executive roadmap sessions, and strategic alignment reviews to promote continued partnership.

Relationship Management

• Serve as a trusted advisor to C-suite and senior business leaders, aligning solutions to business outcomes.
• Build and maintain multi-level relationships within customer organizations, from operational users to executives.
• Facilitate peer community connections, advisory boards, and customer leadership forums.
• Escalate and resolve complex customer challenges with diplomacy and executive presence.

Leadership & Mentorship

• Serve as a subject matter expert and mentor to CSMs, contributing to team enablement and development.
• Partner with leadership to refine customer success playbooks, best practices, and success metrics.
• Lead internal initiatives to improve customer lifecycle processes, account health scoring, and success analytics.

What Would Make You Stand Out

• Bachelor’s degree or equivalent experience; advanced degree is a plus.

What's In It For You

• Medical, dental, vision, and life insurance.
• 401(k) plan (plus match).
• Global Employee Stock Purchase Plan.
• Unlimited Time Away From Work (in lieu of accrued vacation time).
• 10 paid US holidays.
• Up to 80 hours of paid sick time and 17 weeks of paid parental leave.
• Volunteer days and charity support.

Salary Range

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

Fraudulent Recruiting

Fraudulent Recruiting Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud.