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DailyPay is the leader in On-Demand Pay, helping employers modernize how employees access their earned wages in real time. The company serves over 1,900 employers and 6 million employees, including many Fortune 500 brands, and is defining the future of pay through financial wellness tools and real-time wage access.
As a Strategic Accounts Customer Success Manager, you will be the primary point of contact for our largest enterprise customers, responsible for driving growth through value delivery and proactive risk mitigation. You will develop comprehensive strategic account plans, define joint success metrics with customers, and serve as a trusted advisor to executive stakeholders across HR, Payroll, IT, Finance, and C-suite levels.
Key responsibilities include:
- Managing the complete customer lifecycle from onboarding through ongoing success, acting as the primary point of contact
- Driving value-based conversations that communicate ROI and define mutual success metrics
- Building broad relationships across customer organizations at operational and leadership levels
- Collaborating with internal Growth, Marketing, Product, and Operations teams to maximize adoption and satisfaction
- Leading escalation situations and ensuring rapid, effective resolution
- Identifying upsell and cross-sell opportunities while proactively managing churn risks
- Analyzing customer data and trends to drive strategic improvements and insights
- Gathering customer feedback and partnering with Product to enhance offerings
Requirements:
- 7-10+ years of Customer Success experience at a fast-moving HCM/SaaS company, managing Fortune 500 or national accounts
- Demonstrated ability to communicate with, present to, and influence C-suite and executive stakeholders
- Solid experience with CRM software (Salesforce or HubSpot) and Catalyst
- Deep knowledge of HCM, HR, or Payroll software
- Data-driven mindset with strong analytical capabilities to drive insights and decisions
- Proven experience in cross-functional environments with comfort navigating ambiguity and rapid change
- Track record of exceeding goals in retention, customer satisfaction, and upsell/cross-sell initiatives
