Senior Manager, Customer Success

• People | Strategic and tactical management of a team of Customer Success Managers in the region
• Operational Excellence | Lead the way as trusted strategic partner to the business and oversee strategy execution, efficiency, scale, optimization and innovation in the region
• Team Play I Act as customer success organization ambassador and partner to the broader business and to our global CS business on our mission to Make Work Life Better

• Lead a customer success team, virtually in multiple time zones to meet or exceed team performance metrics and annual business goals
• Provide coaching and mentoring to CSMs, and drives high employee engagement levels
• Build and maintains the highest level of partnership with cross-functional stakeholders as well as customers, often including senior and sponsorship contacts within the customer organization, harmonize friction and be a positive change ambassador

• Partner with Services, TAMs, Support, Managed Ops organizations to evaluate customer challenges and acts as gatekeeper to ensure success engagements are leveraged strategically to achieve organizational goals
• People Management, Coaching, Mentoring & Developing a team of CSMs
• Act as the first point of escalation for the team, provides crisis management, incident and problem management

• Build relationship and nurture team play
• Lead with transparency, integrity and curiosity

• Lead the development and support the team with execution of customer success engagements that accelerate business growth and transformation
• Focus on CS engagements that promote business priorities, design engagements that help us achieve the motto of ‘all roads lead to Dayforce’
• Standardize CS engagement catalogue
• Work with other customer success leaders to support their efforts to scale their impact in the field
• Leads team to define and deliver ROI and capture success stories through customer success engagement
• Guide, monitor and approve renewal proposals, commercial contracts, and RFP inputs
• Assist the team in complex negotiations and contract renewals

• Evolve existing risk forecasting, tracking, reporting and associated risk mitigation initiatives
• Coordinate information flows and communication strategies internally and with customers about key Dayforce updates and changes to product, service, major incidents, releases or similar
• Collaborates with Marketing to assess advocacy and reference opportunities, and work with CS organization to participate
• Assist the team in maintaining a high level of customer retention rate based on strong customer satisfaction, as well as making sure customers are reference-able for new sales prospects
• Assist the team in prioritizing CS engagements that have the greatest impact on adoption, growth, value realization and advocacy
• Assist the team in identifying customer needs, anticipate future needs and pro actively formulate solutions

• Evolve organizational impact by continuously introducing more rigor, consistency, and value to customers
• Build and review monthly performance dashboard results, determines area of improvements and address performance and operational risks
• Plan and build out service capabilities, scalabilities, productivity, risk mitigation, and business continuity as per business needs
• Review and monitor budgets,
• Lead special projects and initiatives that contribute to team and organizational goals
• Develop and evolve customer facing CSM assets
• Refine and evolve CSM rules of engagement
• Lead content for Highspot and Sharepoint

• Work collaboratively with other parts of the business towards shared goals
• Foster caring connection with our peers in the business
• Communicate often, demonstrate approachability and community concern
• Develop self and others

• Bachelor’s degree in Human Resources, Social Sciences, Psychology, Business Management, Computer Science, or relevant related fields or equivalent professional experience
• 4 to 6+ years in a manager or leadership role, or 7+ years of customer success management experience
• 8 to 10+ years success, support, consulting/implementation, account management or related professional experience
• 4+ years’ experience in HCM applications or related HR tech domain
• Proven track record in motivating and leading a team of professional customer facing staff to drive successful outcomes and accomplish key milestones timely and effectively
• Ability to understand complex customer solutions and articulate in an easy-to-understand manner
• Proven track recording in leading critical projects or critical business changes
• Excellent organizational and communication skills
• Proven track record in building a highly engaged, respected, and high performing team
• Demonstrated ability to communicate vision, mandates, and plans to both internal team and other stake holders at leadership level
• Ability to partner, negotiate, and collaborate with other key partners within Dayforce to drive business goals
• Thorough understanding of Software-as-a Service (SaaS) business model
• Skilled at relationship management, influencing, professional communication written and verbal
• Multitasking, prioritization, follow through
• Demonstrated proficiency in MS Office, Salesforce CRM, one or more HCM products
• Data and analytical fluency

Ceridian