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Vensure Employer Solutions, the largest privately held HR technology and services organization, is seeking a Client Success Manager to manage a portfolio of clients and drive satisfaction, retention, and product adoption. You will oversee the complete client lifecycle from post-implementation onboarding through offboarding, ensuring seamless and value-driven experiences.
Key responsibilities include:
- Manage a client portfolio, executing strategies that enhance client experience and drive satisfaction, measured by retention rates, NPS, and product adoption
- Oversee the entire client lifecycle from post-implementation through offboarding, ensuring smooth transitions and continued satisfaction
- Conduct regular business reviews to illustrate business value, defining clear metrics and proof points for all customer engagements
- Onboard new accounts and users, providing frameworks for success and driving adoption throughout the client lifecycle
- Collaborate with internal teams to deliver value, resolve complex issues, and enhance internal processes
- Serve as an escalation point for clients, addressing concerns and ensuring timely resolution to maintain high satisfaction
- Monitor client health through KPIs, creating action plans for at-risk clients with regular check-ins and issue management
- Capture client feedback, share client stories, and report trends across the organization
- Partner with Sales to identify upsell and expansion opportunities
- Occasional domestic travel for team meetings, customer events, industry conferences, and training
The role requires regular on-site attendance in Chandler due to the need for secure system access, collaboration on sensitive matters, participation in operational meetings, and hands-on involvement in activities.
Requirements:
- Bachelor's degree required, OR 2-5 years of experience in a consultative, multi-client account management role within HCM disciplines or a SaaS organization, or equivalent combination of experience, skills, and education
- Proficiency in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications
- Excellent communication and interpersonal skills with ability to collaborate effectively across teams
- Strong time-management and prioritization skills in a fast-paced environment
- In-depth knowledge of customer service best practices
- Ability to manage multiple tasks simultaneously while maintaining accuracy and attention to detail
- Advanced problem-solving and analytical abilities
- Highly adaptable, with ability to respond to shifting priorities
- Sound decision-making abilities and professionalism under pressure
- Team-oriented self-starter who thrives in dynamic environments
- Strong escalation management and innovative problem-solving skills
- Coachable and open to feedback for continuous improvement
