Sr. Manager, Customer Success
Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally.
About the opportunity
As a Leader of the Dayforce Public Sector Customer Success Management team, this individual will lead a group of highly skilled people managers and/or highly experienced customer success managers by providing oversight, mentoring, coaching, and operational leadership to deliver against customer success business mandate. The Leader leads a team that supports Dayforce and demonstrates an exceptional customer success domain expertise to enable their teams to collaborate with Services, Sales, Support, Managed Operations and other key stakeholders ensuring connected customer experience, customer success and satisfaction.
The Leader is responsible for strategic and tactical management of the CS group, they ensure success of delivery of functional objectives, they approve work on complex initiatives, analyzing data and relationship is necessary. They participate in corporate development of methods and evaluation criteria for projects and people and make decisions that affect the financial performance of the company. They are responsible for managing team or group budgets. They will delegate, manage, be responsible for staffing decisions, budgeting and change management.
What you’ll get to do
People
Directs and controls all activities of the group through delegation to management or high-level professional roles. Control planning, staffing, budgeting, managing expense priorities and recommending and implementing changes
Lead a customer success team, virtually in multiple time zones across North America to meet or exceed team performance metrics and annual business goals
Provide coaching and mentoring to success leaders and senior CSMs, and promotes inclusive workplace practices to achieve high employee engagement levels
Build and maintains the strategic partnership with cross-functional stakeholders as well as customers, often including senior and executive contacts within the customer organization, influence transformation and change at scale, work through relationship and information complexity to provide insights and solutions on future improvements
Partner with Services, TAMs, Support, Managed Ops executives to evaluate broader regional/geo/industry challenges and act as strategic partner to help us achieve companywide goals
People Management, Coaching, Mentoring & Developing a team of CSMs
Act as point of escalation for the leaders, provides coaching for issue resolution, removes obstacles and provides advanced conflict resolution coaching and management where necessary
Build relationship and nurture team play
Lead with transparency, integrity and curiosity
Growth
Advance team impact by guiding prioritization and strategy for accelerating business growth and transformation
Shape direction and priorities to ensure focus is on CS engagements that elevate our Dayforce product and its adoption at a global scale
Evolve and improve CS engagement catalogue to meet changing business needs
Work with other customer success leaders to support their efforts to scale their impact in the region and globally
Ensure that teams deliver ROI and capture success stories through customer success engagement
Guide, monitor and approve renewal proposals, commercial contracts, and RFP inputs
Assist the team in complex negotiations and contract renewals
Voice and Value
Prioritize and manage risk forecasting, tracking, reporting and supervise associated risk mitigation initiatives, such as health, adoption and customer advocacy in the region
Design and implement strategies that enable the team to maintain a high level of customer retention rate based on strong customer satisfaction
Design and implement strategies that drive advocacy and reference-ability across our Dayforce customer base, ensure that teams deliver ROI and capture success stories through customer success engagement
Design and implement strategies that have the greatest impact on adoption, growth, value realization and advocacy
Anticipate and proactively prepare for customer and business future needs and pro-actively form teams, and formulate solutions to ensure ongoing success of our business
Operational Excellence
Evolve organizational impact by continuously introducing more rigor, consistency, and value to customers
Build and review monthly and quarterly performance dashboard results, stay ahead of risk and opportunities for improvement, put in place actions to mitigate risk
Plan and build out service capabilities, scalabilities, productivity, risk mitigation, and business continuity as per business needs
Own budgets
Lead special projects and initiatives that contribute to organizational and company goals
Team Play
Work collaboratively with other parts of the business towards shared ambition goals
Foster caring connection with our peers in the business
Communicate often, demonstrate approachability and community concern
Develop self and others
Skills and experience we value
Bachelor’s degree in human resources, Social Sciences, Psychology, Business Management, Computer Science, or relevant related fields or equivalent professional experience
6+ years in a people leadership role, or 10+ years of customer success management experience
12+ years of success, support, consulting/implementation, account management or related professional experience
5+ years’ experience in HCM applications or related HR tech domain
Proven track record in motivating and leading a team of professional customer facing staff to drive successful outcomes and accomplish key milestones timely and effectively
Executive communication and relationship management
Excellent organizational and communication skills
Proven track record in building a highly engaged, respected, and high performing team
Demonstrated ability to set strategy, communicate vision, mandates, and plans to both internal team and other stake holders at leadership level
Ability to partner, negotiate, and collaborate with other key partners within Dayforce to drive business goals
Thorough understanding of Software-as-a Service (SaaS) business model
Skilled at relationship management, influencing and professional communication
Multitasking, prioritization, follow through
Demonstrated proficiency in MS Office, Salesforce CRM, one or more HCM products
Data and analytical fluency
What would really make you stand out
People & Customer focused Leader, fosters team play
Self-starter and able to work with minimal supervision
Interpersonal intelligence, seeks to develop leadership capacity thru feedback and reflection
Results driven with good balance of relationship and task orientation
Systems thinker, purposeful and decisive
Communicates with authenticity, courage and composure
What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
About the Salary Ranges
Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud
Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process
#LI-Remote
Apply Now
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally.
About the opportunity
As a Leader of the Dayforce Public Sector Customer Success Management team, this individual will lead a group of highly skilled people managers and/or highly experienced customer success managers by providing oversight, mentoring, coaching, and operational leadership to deliver against customer success business mandate. The Leader leads a team that supports Dayforce and demonstrates an exceptional customer success domain expertise to enable their teams to collaborate with Services, Sales, Support, Managed Operations and other key stakeholders ensuring connected customer experience, customer success and satisfaction.
The Leader is responsible for strategic and tactical management of the CS group, they ensure success of delivery of functional objectives, they approve work on complex initiatives, analyzing data and relationship is necessary. They participate in corporate development of methods and evaluation criteria for projects and people and make decisions that affect the financial performance of the company. They are responsible for managing team or group budgets. They will delegate, manage, be responsible for staffing decisions, budgeting and change management.
What you’ll get to do
People
Directs and controls all activities of the group through delegation to management or high-level professional roles. Control planning, staffing, budgeting, managing expense priorities and recommending and implementing changes
Lead a customer success team, virtually in multiple time zones across North America to meet or exceed team performance metrics and annual business goals
Provide coaching and mentoring to success leaders and senior CSMs, and promotes inclusive workplace practices to achieve high employee engagement levels
Build and maintains the strategic partnership with cross-functional stakeholders as well as customers, often including senior and executive contacts within the customer organization, influence transformation and change at scale, work through relationship and information complexity to provide insights and solutions on future improvements
Partner with Services, TAMs, Support, Managed Ops executives to evaluate broader regional/geo/industry challenges and act as strategic partner to help us achieve companywide goals
People Management, Coaching, Mentoring & Developing a team of CSMs
Act as point of escalation for the leaders, provides coaching for issue resolution, removes obstacles and provides advanced conflict resolution coaching and management where necessary
Build relationship and nurture team play
Lead with transparency, integrity and curiosity
Growth
Advance team impact by guiding prioritization and strategy for accelerating business growth and transformation
Shape direction and priorities to ensure focus is on CS engagements that elevate our Dayforce product and its adoption at a global scale
Evolve and improve CS engagement catalogue to meet changing business needs
Work with other customer success leaders to support their efforts to scale their impact in the region and globally
Ensure that teams deliver ROI and capture success stories through customer success engagement
Guide, monitor and approve renewal proposals, commercial contracts, and RFP inputs
Assist the team in complex negotiations and contract renewals
Voice and Value
Prioritize and manage risk forecasting, tracking, reporting and supervise associated risk mitigation initiatives, such as health, adoption and customer advocacy in the region
Design and implement strategies that enable the team to maintain a high level of customer retention rate based on strong customer satisfaction
Design and implement strategies that drive advocacy and reference-ability across our Dayforce customer base, ensure that teams deliver ROI and capture success stories through customer success engagement
Design and implement strategies that have the greatest impact on adoption, growth, value realization and advocacy
Anticipate and proactively prepare for customer and business future needs and pro-actively form teams, and formulate solutions to ensure ongoing success of our business
Operational Excellence
Evolve organizational impact by continuously introducing more rigor, consistency, and value to customers
Build and review monthly and quarterly performance dashboard results, stay ahead of risk and opportunities for improvement, put in place actions to mitigate risk
Plan and build out service capabilities, scalabilities, productivity, risk mitigation, and business continuity as per business needs
Own budgets
Lead special projects and initiatives that contribute to organizational and company goals
Team Play
Work collaboratively with other parts of the business towards shared ambition goals
Foster caring connection with our peers in the business
Communicate often, demonstrate approachability and community concern
Develop self and others
Skills and experience we value
Bachelor’s degree in human resources, Social Sciences, Psychology, Business Management, Computer Science, or relevant related fields or equivalent professional experience
6+ years in a people leadership role, or 10+ years of customer success management experience
12+ years of success, support, consulting/implementation, account management or related professional experience
5+ years’ experience in HCM applications or related HR tech domain
Proven track record in motivating and leading a team of professional customer facing staff to drive successful outcomes and accomplish key milestones timely and effectively
Executive communication and relationship management
Excellent organizational and communication skills
Proven track record in building a highly engaged, respected, and high performing team
Demonstrated ability to set strategy, communicate vision, mandates, and plans to both internal team and other stake holders at leadership level
Ability to partner, negotiate, and collaborate with other key partners within Dayforce to drive business goals
Thorough understanding of Software-as-a Service (SaaS) business model
Skilled at relationship management, influencing and professional communication
Multitasking, prioritization, follow through
Demonstrated proficiency in MS Office, Salesforce CRM, one or more HCM products
Data and analytical fluency
What would really make you stand out
People & Customer focused Leader, fosters team play
Self-starter and able to work with minimal supervision
Interpersonal intelligence, seeks to develop leadership capacity thru feedback and reflection
Results driven with good balance of relationship and task orientation
Systems thinker, purposeful and decisive
Communicates with authenticity, courage and composure
What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
About the Salary Ranges
Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud
Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process
#LI-Remote
Apply Now