Customer Success Manager I

Paying the right way, getting paid what you’re worth — it’s complicated, and it matters. Compensation used to be a dark art. Not anymore. PayScale helps employers and their employees understand the right pay for every position and effectively communicate about compensation.

PayScale pioneered the use of crowd-sourced compensation data and unique matching algorithms to power the world’s most advanced compensation platform and continues to be the compensation market leader, featured in G2 Crowd's 100 Best Software Companies for 2018, based on user reviews.

We foster a working environment that generates new ideas, promotes ownership and experimentation and encourages highly motivated individuals to be truly creative. Are you forward-thinking, tenacious, and inventive? If so, PayScale may be the perfect place for you to grow your career!

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
• Bachelor's 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

Benefits and Perks – The Highlights:

• Flexible Paid Time Off policy
• 10 paid holidays
• Amazing Medical/Vision/Dental/Prescription coverage: 100% company-paid premiums for employees; 50% for eligible partners and dependents
• Flexible Spending Account (FSA) options for pre-tax employee allocations towards: Medical, Dependent Care, Parking, and Transit
• Long Term Disability, Short Term Disability, and Company-paid Life Insurance
• Competitive Maternity and Paternity Leave, and onsite Mother’s Room
• 401k which vests immediately, complete with company match
• Onsite bike storage, lockers, showers, and clothes dryer
• Ergo friendly chairs and sitting-standing desks
• Company-hosted happy hours every Friday afternoon
• Fido Fridays (our canine colleagues join us every Friday. WOOF!)

Equal Opportunity Employer: PayScale provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. PayScale complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities