Senior Customer Success Manager - Remote Eligible

Senior Customer Success Manager (CSM)

Wonderlic is on the lookout for a dynamic and commercially oriented Senior Customer Success Manager (CSM) with deep expertise in the HR technology space. At Wonderlic, we're on a mission to revolutionize the talent solutions space with our leading products, Wonderlic Select and Wonderlic Develop. This pivotal role is not just about maintaining client relationships—it's about driving revenue growth through renewals and expansion, while developing successful long-term partnerships, ensuring our clients derive maximum value from our offerings.

As a Senior Customer Success Manager, your primary goal will be to drive revenue growth by ensuring customer satisfaction and loyalty. You will leverage your sales acumen and HR tech expertise to manage a diverse portfolio of existing customers, building strong relationships and acting as a trusted advisor. Your ability to navigate complex client needs and align our products with their strategic goals will be crucial in achieving renewals and expansion.

What You'll Do:

• Drive Growth and Retention:
  • Proactively identify opportunities within your existing customer base to drive renewals and expansion, meeting and exceeding revenue targets.
  • Cultivate strong client relationships through strategic conversations that align Wonderlic's solutions with the client's business objectives.
• Customer Engagement:
  • Serve as the primary point of contact for customers, representing their voice to internal teams, and ensuring smooth transitions between Sales and Customer Success.
  • Conduct business reviews to assess and ensure the value realization of our products and develop tailored action plans to address any issues.
• Renewal and Expansion Cycle Management:
  • Manage and drive opportunities through the sales cycle, from identifying needs to closing renewals and expansions.
  • Use customer health monitoring tools to identify and mitigate risks, ensuring a proactive approach to customer success.
• Product and Market Expertise:
  • Develop and maintain deep knowledge of new and existing product offerings, industry trends, and competitive conditions to provide strategic insights and recommendations.
  • Introduce new products and features to customers, ensuring they are fully informed of their value and benefits.
• Customer Advocacy and Feedback:
  • Function as a customer advocate within the company, streamlining the customer experience to prevent turnover.
  • Create feedback loops between customers and product teams to identify and remove barriers to customer adoption.

What We're Looking For:

• Proven Success: Recognized for exceptional commercial achievements and consistently exceeding targets – especially in formalized recognition programs.
• Consistent Excellence: A strong track record of meeting and surpassing expectations.
• Stability and Growth: Demonstrated ability to achieve long-term success and growth within previous roles.
• HR Tech Expertise: Extensive experience in B2B SaaS Customer Success, ideally with HR technology solutions (Recruiting, HCM, LMS, etc.).
• Industry Knowledge: Deep understanding of the challenges faced by HR, Recruiting, and Employee Development leaders.
• Leadership: Recognized subject matter expert with experience coaching or mentoring others.
• Curiosity and Creativity: Naturally curious and creative in your approach to solving problems.

Qualifications:

• 5+ years of SaaS Customer Success or Account Management experience, ideally in HR technology solutions (Recruiting, HCM, LMS, etc.).
• Proven track record of managing a portfolio of accounts, securing renewals, and driving revenue growth through cross-sell and upsell opportunities.
• Strong sales acumen, with excellent communication, negotiation, and relationship-building skills with HR and L&D decision-makers.
• Analytical skills and the ability to leverage data to guide client conversations and uncover opportunities.
• Proactive and collaborative mindset, with the flexibility to thrive in a fast-paced environment.

Target Total Compensation: This position offers OTE of $110,000 to $140,000, split between a base and variable compensation.

Our Policy:

Affirmative Action Plan/Equal Employer Opportunity (AAP/EEO) Statement: Research suggests that both the confidence gap and imposter syndrome can make members of some groups (including women, members of the LGBTQIA+ and BIPOC communities, and candidates of less traditional age, education, or background) less likely to apply for jobs when they don't meet 100% of the qualifications. At Wonderlic, we are in the business of identifying potential, and we encourage all interested candidates to apply.

Wonderlic is proud to be an equal employment opportunity/affirmative action employer. Here, diversity is valued and celebrated, and this is what makes us such a successful team. Wonderlic does not discriminate in employment on the basis of race, color, religion, gender, gender identity, pregnancy status, national origin, sexual orientation, marital status, disability, genetic information, age, parental status, military/veteran status, or any other factor protected by law. In addition, we will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please get in touch with us at jobs@wonderlic.com to request an accommodation.

Disclaimer: This job description is not designed to include a comprehensive list of duties and responsibilities that are required of the employee. Duties and responsibilities may change or be assigned at any time, with or without notice.