Manager Of Customer Success - West - Remote Eligible

Manager of Customer Success

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OSV's global headquarters is located in Dallas, Texas, with additional locations across North America and Europe.

The Manager of Customer Success will lead a team of portfolio Customer Success Managers (CSMs) who serve as trusted advisors to OSV's customers across all service lines. This role is responsible for driving the customer success strategy, scaling best practices, and ensuring seamless, proactive engagement that drives retention, satisfaction, and measurable value from OSV's services. Additionally, the Manager of Customer Success is accountable for driving renewal and expansion revenue, with direct responsibility for identifying growth opportunities and contributing to revenue forecasting across the customer base.

Responsibilities

• Ensure team members are managing the customer lifecycle from onboarding through renewal and growth for all OSV services: Payroll, Tax, Garnishments, Benefits, Finance and Accounting Services
• Create engagement frameworks that promote proactive value delivery, service adoption, and customer advocacy
• Partner with Service Delivery, Product, and Sales teams to ensure a cohesive and consistent customer experience
• Manage and develop a high-performing team of CSMs supporting customers of all sizes from SMB through enterprise
• Establish performance expectations and drive accountability through coaching, KPIs, and career development planning
• Foster a culture of customer-centricity, collaboration, and continuous improvement
• Monitor and manage customer health using tools such as Planhat, Salesforce, and NPS data
• Guide the team in identifying risk signals and implementing strategies to increase customer satisfaction and reduce churn
• Ensure customer feedback is captured and communicated internally for continuous service optimization
• Drive adoption of customer success processes and technologies to enhance operational efficiency and customer visibility
• Standardize customer journey touchpoints, e.g., onboarding, customer interactions by segment, Executive Business Reviews etc.
• Report on customer trends, retention metrics, and CSM effectiveness to executive stakeholders
• Act as a senior contact for escalated accounts and critical service discussions
• Participate in Executive Business Reviews for strategic customers and coordinate executive sponsor involvement, where applicable
• Support Voice of the Customer programs and drive customer advocacy initiatives
• Collaborate with the Renewals and Customer Base Sales team to ensure timely and successful renewals and expansion opportunities
• Collaborate with CSMs to identify expansion opportunities, including cross-sell, upsell, and service adoption initiatives
• Track and report on revenue performance, including renewal rates, customer growth trends, and churn prevention metrics in your book of business
• Serve as a key partner in annual account planning and strategic revenue initiatives for the customer base

Competencies

• Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
• Customer Health Score improvements
• NPS and customer satisfaction
• Percentage of customers with active success plans and Executive Business Reviews
• Team engagement and KPI attainment
• Reduction in preventable churn and escalations

Qualifications

• Required: 7+ years in customer success, account management, or managed services leadership, preferably in SaaS or BPaaS environments
• 5+ years of people management experience, leading CSMs or account-facing teams
• Deep understanding of Workday or comparable enterprise platforms and service delivery models
• Experience with customer success tools and platforms, Salesforce, and customer analytics
• Strong strategic thinking, communication, and cross-functional leadership skills
• Proven success managing renewals, revenue retention, and account expansion across a complex service portfolio