Customer Success Manager

Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award‑winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture.

Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential.

The Customer Success Manager role is responsible for getting customers onboarded successfully, monitoring their satisfaction, expanding customer accounts, improving retention, resolving issues, and reducing churn. Customer Success Managers (CSMs) generally handle around 165 less complex accounts, focusing on small to mid‑size businesses (SMB) and mid‑market segments. These customers usually have a single buying center and utilize a limited range of Paychex services.

• Each month, analyze and respond to usage data, prioritizing ‘at risk’ customers to reduce churn and uncover opportunities for value optimization.
• Drive customer adoption through new product/service onboarding, inspecting issues, and running specific plans to increase adoption health where required to ensure that all customers are wildly successful with Paychex.
• Upsell & Cross‑Sell Referrals:
  Collaborate with Sales to identify opportunities for expanding core and non-core products and refer these opportunities to the appropriate sales counterpart.
• Low to Medium Spend, Growth Accounts:
  Engage proactively with clients throughout the post‑sales customer lifecycle, focusing on numerous low‑revenue accounts.
• Support escalations as a liaison with the support team to coordinate successful issue resolution for customers.
• Establish “trusted advisor” relationships with the management and technical teams on the customer side while working seamlessly with our account team to extend Paychex’s reputation and vendor position.

• Bachelor’s Degree – Preferred
• 2–3 years experience in customer success in roles where growth was achieved primarily through continuously delivering value.
• Experience with building customer relationships across organizations from management to end‑user.
• Customer Service – Preferred
• Sales – Preferred
• Communication – Preferred
• Management – Preferred
• Presentations – Preferred
• Customer Success Management – Preferred
• Account Management – Preferred
• Marketing – Preferred
• Customer Support – Preferred
• Software As A Service (SaaS) – Preferred
• Project Management – Preferred
• Customer Relationship Management – Preferred
• Salesforce – Preferred
• Customer Advocacy – Preferred
• Accounting – Preferred

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $49,000.00–$76,300.00 annually. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.

• We value your well‑being:
  We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
• We value your time:
  From paid time off to company holidays, culture days, and comprehensive work‑life balance programs, we will ensure you have the flexibility you need…