Customer Success Manager

Overview

We're looking for a relationship-driven Customer Success Manager to support a portfolio of Enterprise customers. This is not your typical CSM role — we're seeking someone who thrives in complex, high-stakes environments and knows how to navigate large organizations, multiple stakeholders, and long-term strategic relationships.

In this role, you'll become a trusted advisor to some of our most valuable customers, driving adoption, demonstrating measurable value, and championing satisfaction at every stage of the customer journey. You'll develop deep knowledge of each customer's business goals and align our solutions to their evolving needs.

You'll collaborate closely with Account Management to identify expansion and upsell opportunities, turning healthy relationships into long-term growth. Success here isn't just about retention — it's about becoming an indispensable partner to the enterprise accounts you own. 

At HR Acuity®, we empower our team to #BeBold—embracing innovation and new challenges. With the right tools, we help you #WorkSmarter, fostering collaboration so we can all be #BetterTogether. If you're excited about being part our growth story, we’d love to chat!

About Us: HR Acuity® is the leading provider of employee relations case management and investigation software. We help organizations standardize how workplace issues are reported, documented, and investigated. Our data-driven approach  to managing workplace issues helps our clients and partners build trusted, inclusive cultures where employees feel safe.

This is an #All-in Zone. We are a fast-growing, innovative company where being #All-in is the norm. From our female founder CEO to every team member, we embrace a fully engaged mindset. We bring our best every day, fueled by passion for our mission and culture—and we expect the same from everyone who joins us.

At the same time, we are deeply committed to fostering an inclusive, diverse workplace where different perspectives are valued and respected. We believe in creating an environment where everyone can show up as their authentic selves and thrive. If this sounds like you, keep reading.

Click here to learn more about our values and benefits!  

Please note that for this position, we are only accepting direct applications. Submissions from agencies will not be considered.

The Opportunity

What you’ll do 

• Build strong, multithreaded relationships with customer stakeholders 

• Lead executive business reviews and create tailored success plans 

• Drive platform adoption and customer engagement through consultative guidance 

• Monitor usage, identify risks, and execute mitigation strategies 

• Collaborate with Account Managers to support renewal and growth motions 

• Partner cross functionally with Product, Support, Sales, and Operations 

• Surface customer feedback and advocate for platform and process improvements 

• Foster customer advocacy through exceptional experiences 

What We Offer:

• Remote first flexibility anywhere in the U.S. 

• Meaningful work impacting customer outcomes 

• Professional growth and continuous learning opportunities 
• A collaborative, mission driven team that values transparency and improvement 

Success Looks Like 

• Strong, trusted customer relationships 

• Increased adoption and value realization 

• Early risk identification and effective mitigation 

• High-quality strategic reviews and success plans 

• Strong partnership with Account Managers on renewals and expansion 

• Accurate account health insights and CRM updates 

• Positive customer sentiment and advocacy 

Join us and be a catalyst for success in our journey to revolutionize customer experiences in the HR tech space!

Qualifications

Required Experience

• 3+ years in Customer Success with Enterprise clients (HR tech, SaaS, or related fields preferred) - this is a must — SMB or mid-market experience alone won't set you up for success here.

• Proven experience managing complex, multi stakeholder enterprise accounts with diverse organizational structures 

• Proficiency with Microsoft Office and CRM tools; quick learner of new technologies. Salesforce, Pendo & Gong experience is a plus.

• Strong organization and time management in a fast paced remote environment 
• Excellent written and verbal communication 
• Confident presenting to and influencing VP and C-Suite stakeholders 
• Customer-centric, proactive, and highly self motivated

Perks and Benefits

Compensation: The pay range for this position is expected to be between $90,000 and $105,000/year; however, base pay offered may vary depending on multiple individualized, non-discriminatory factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position $103,500 - $120,750/year may also include other incentive compensation opportunities in the form of discretionary annual bonus or commissions. Additionally, full-time employees are eligible to participate in our comprehensive benefits program, including health and wellness benefits, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.

Benefits:

• Stay healthy and happy with our comprehensive medical, dental and vision plans.
• You can also choose from FSA or HSA options to suit your needs.
• Save for your future with our 401K plan that matches your contributions.
• Enjoy paid leave for various life events, such as sickness, disability, or parenthood.
• Own a piece of the company with our #Allin Shares Program.
• This is a fully remote position.

Perks:

• Take a break from work with our unlimited PTO policy to refresh and recharge.
• Company paid holidays, birthday day off, closed 4th of July week and December holiday week, half day summer Fridays* and half day first Fridays*, and 8 hours of volunteer time.
• Own a piece of the company with our #Allin Shares program.
• Earn extra cash by referring qualified candidates to join our team.
• Access professional and personal support through our employee assistance program.
• Work from anywhere with our remote work environment that fosters collaboration and creativity. *
• Join a fun and energetic team that values your suggestions and new ideas.
• Receive a competitive salary and meaningful opportunities for growth.

Learning and Development

• Onboarding: Learn the basics of your role, the company culture, and the expectations from your manager and team. Get familiar with the tools, systems, and processes that you will use in your daily work. Receive feedback and guidance from your mentor and peers.
• Manager training: Develop the skills and competencies to lead, motivate, and empower your team. Learn how to communicate effectively, delegate tasks, set goals, provide feedback, and resolve conflicts. Enhance your emotional intelligence, coaching, and mentoring abilities.
• Leadership training: Grow your leadership potential and influence within the organization. Learn how to inspire and align others with the company vision, mission, and values. Strengthen your strategic thinking, decision making, and problem-solving skills. Expand your network and collaboration with other leaders across functions and levels.
• Industry training: Stay updated on the latest trends, best practices, and innovations in the Employee Relations industry. Gain insights from experts and thought leaders in the field. Apply your learning to improve your performance, quality, and efficiency.