Payscale Looking for Customer Success Manager I (Remote) at Boston, MA Full Time

As the industry leader in compensation data and technology, Payscale helps organizations #getpayright. Payscale is the only technology solution for managing compensation that provides multiple streams of fresh, transparently curated, and validated salary data. Combined with modeling engines that learn continuously and generate recommendations and insight, Payscale empowers HR to price jobs and adjust compensation to reflect real time changes in the market — all on one trusted data platform. With Payscale’s Adaptive Compensation Advantage, we operate with efficiency, focused on outcomes rather than manual data management. To learn how companies like The Washington Post, Perry Ellis International, United Healthcare and The New York Times rely on Payscale to attract and retain top talent, motivate and engage employees and plan their future workforce, visit payscale.com.

What We Do: Payscale’s Customer Success organization engages with our customers through data driven, intentional interactions resulting in retaining our install base customers at a higher rate, maximizing customer lifetime value, accelerating customer time to value, and growing our recurring revenue as a result.

What You Do: As a Customer Success Manager (CSM) I you will proactively and reactively engage with our customers in a way that resonates with them and drives the consumption and stickiness of our solutions. Through automation, CS plays, and success plans, we will work in partnership with our customers to ensure their outcomes are not only being met but exceeded from onboarding to renewal and growth.

Day-in-the-Life: A typical day may include the following for a Customer Success Manager I:

• Conduct quarterly check-ins with customers to ensure they are getting maximum value from their Payscale subscription
• Proactively monitor the health score of clients and engage at key lifecycle points
• Maintain a deep understanding of PayScale product/data offerings and position the most relevant features/functionality for clients’ specific goals
• Utilize technology such as Gainsight, Salesforce, and other applications to document and support client lifecycle
• Responsible for retention and collaboratively working with sales on expansion opportunities to grow the overall value customers are receiving

Experience:

• 3+ years of experience in a Customer Success, Account Management, Sales or Compensation role with revenue quota responsibility
• Bachelors degree not required, but strongly preferred

Skills:

• Account Management: Ability to strategically manage your time across your book of business
• Product & Data Knowledge: Good understanding of compensation data and market-pricing systems.
• Business Acumen: Able to present complex ideas and help clients articulate the ROI of the Payscale partnership.
• Resourceful: A self- starter with a love for problem solving, building innovative solutions, and an ability to see the “big picture”. Able to take ownership and engage appropriate resources when escalations arise.
• Learning Agility: Learns specifics about customers and applies it to effectively manage and grow business.
• Overcoming Objections: An aptitude for conducting tough conversations, including overcoming objections and a knack for keeping clients accountable to reaching their definition of success.

Tools:

• MS Office Suite
• PayScale product knowledge or related systems
• Salesforce
• Gainsight

Additional Information

Benefits & Perks – The Highlights:

All around awesome culture where together we strive to:

• Pursue excellence every day
• Create customer value
• Compete to win (and lose!) as a team

As part of our culture of transparency and commitment to employee engagement, we have several programs and resources such as:

• Regular virtual company meetings
• Coffee chats
• Table for 4 Executive conversation
• Spirit Week
• Pulsing tools for continuous conversations to drive performance and career growth
• Strengths based tools designed to help employees engage with peers and managers, supported through a program called StandOut
• Access to top notch learning courses for all employees through LinkedIn Learning
• As well as constant re-evaluation of what our employees need to be successful at work!

Our more standard benefits include:

• Flexible Paid Time Off program – most employees average around 3 weeks per year
• 14 paid holidays including Independence Week, Juneteenth and World Mental Health Day
• 3 comprehensive health plans to fit your unique needs; plans have up to 100% company-paid premium coverage for employee Medical, Dental and Vision
• Access to Premera’s Healthcare Services including an Employee Assistance Program (EAP), 24-hour Nurse Hotline, Telehealth (Doctor on Demand), Talkspace, and other virtual care options
• Flexible Spending Account (FSA) options for pre-tax employee allocations towards: Medical, Dependent Care, Parking, and Transit
• Company Paid Short Term Disability, Long Term Disability, and Life Insurance
• Comprehensive Paid Parental / Adoption Leave program
• 401k program with fully vested, immediate company match

Equal Opportunity Employer: We embrace equal employment opportunity.

PayScale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.