Scaled Customer Success Manager

Scaled Customer Success ManagerReports to: Customer Success DirectorAs a Scaled Customer Success Manager, you will drive engagement, adoption, and retention at scale. This role is focused on one-to-many customer success initiatives rather than direct account management, though you will have plenty of opportunities to engage directly with customers. Youll design and execute scalable programs that support thousands of customers, helping them get the most value from our product. As a member of our small but growing team, you will be expected to analyze our business, think critically and strategically about the customer journey, and plan and execute programs to achieve our growth and retention metrics.To apply to this role directly, please go to: execute, and maintain scaled CS resources, including email campaigns, in-product guidance, and webinars (training sessions or product demos) to convert trial customers and retain existing customers.Create and utilize Salesforce dashboards and reporting (plus other available data sources) to analyze all Customer Success programs and activities. Summarize key performance metrics and make recommendations to improve department performance.Monitor customer health metrics, usage data, and feedback to proactively address potential risks and improve retention.Collaborate with the CS Director to present monthly the impact (ROI) the department is having on conversion, upsell, and retention goals.Meet regularly with customers to ensure OTC is meeting customer goals and explore what new problems OTC should be addressing (understanding pain points)Advocate for the customer experience across partner departments (product, marketing, sales, and support), seeking to understand customer issues and make recommendations for new programs and features (or changes to existing ones).Probably lots of other things you/we think we need to be doing to grow and retain our customer base!Required QualificationsMinimum 3+ years of experience as a Customer Success Manager (or equivalent role) within a SaaS environment.Proficient experience utilizing a CRM for purposes such as reporting, data tracking and interpretation, identifying trends, and CS-led customer growth opportunitiesExperience creating and managing email campaigns to promote conversion, adoption, and retention with a proven track record of increasing metrics tied to email campaigns.Experience managing and optimizing user guidance platforms (e.g., Appcues, Pendo, Userpilot)Strong analytical skills with the ability to interpret data and provide actionable insights.Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.Ability to independently plan and manage projects in project management software (e.g. Asana, , or similar)Knowledge of SaaS industry trends and best practices in customer success, plus a desire to focus every day on improving the customer experience for users and customers.Preferred Skills & QualificationsSalesforce (Admin certification) and/or CS Operations experience is a plus.Youre wondering, what is OnTheClock?OnTheClock, founded in 2004, is a Michigan-based SaaS company that provides workforce management tools, like time tracking, scheduling, and payroll for businesses. Our platform provides employers with a simple way to track employee hours, establish work schedules, and pay employees all in one system.  OnTheClock has a great culture, and we are looking for like-minded people to offer the best service possible for our customers.What we look for in youPositive - whatever it takes attitudeAnalytical - drills down into data and loves technology, data, and spreadsheetsGrowth Mindset - curious and always learningDeep Expertise - You bring a level of skill and insight that elevates our team.Build Up Others - teach others as you workResults Focused - ability to achieve and prove resultsCulture Fit - Must fit in here at OTC, in line with our values - A Doer - always looking for new ways to look at data and make recommendationsFind us on LinkedIn to understand more about who we areWhy Should You Work Here With UsAward-Winning Culture - Recognized as a Crain's Best Place to Work in 2023 & 2024Competitive pay plus 401k that includes employer contributions on day 1Comprehensive Benefits - 100% paid health insurance, dental & vision (Blue Cross), $100K life insurance, short & long-term disabilityWork-Life Balance - Paid time off + 9 paid holidaysPerks & Growth - Free company lunch (Thursdays), stocked kitchen, $1,000 annual education supportStrong Reputation - 4.9-star Glassdoor rating & 4.8-star product reviewThe finer printAn I9 form will be required to complete at hire to confirm work authorization.If you require reasonable accommodation to complete this application, contact amanda@.To apply to this role directly, please go to:

Created: 2025-03-10