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Mosaic Consulting Group

Customer Success Manager (Remote)

Mosaic Consulting Group

Location
Remote (United States)
Employment
Full-time
Level
Mid Level
Posted 2 days ago

About the Role

Mosaic Consulting Group is seeking a Customer Success Manager to manage a high-volume Tier 3 book of accounts for enterprise clients. The role focuses on playbook-driven touchpoints, data analysis, and escalating growth signals to senior team members within a remote team structure.

Skills

Customer Success Account Management Salesforce CRM HCM Payroll Workforce Management Tech-touch Data Analysis Relationship Management Reporting Communication

Perks

  • Remote Work

Full job details

Reports To & Team

This role reports to the Senior Director, Customer Success, and works alongside the other Junior CSM, the five vertical Senior CSMs, and the Renewals Specialist, escalating and receiving accounts as they move between tiers.

What You'll Do

  • Share ownership of the full Tier 3 book across all verticals with the other Junior CSM — split by geography or vertical grouping (final split TBD) rather than vertical-aligned like Tier 1 and Tier 2.

  • Run playbook-driven, semi-annual touchpoints and maintain self-service resources (knowledge base, standard reporting) rather than bespoke, high-touch cadence.

  • Capture CSAT, annual NPS, and referenceability status for every assigned Tier 3 account.

  • Monitor your portion of the book for tier-up signals — spend growth, expansion, deepening executive relationships — and escalate to the Senior Director for reassignment to the right vertical Senior CSM.

  • Maintain key-contact records in Salesforce for your assigned Tier 3 accounts.

  • Flag Tier 3 accounts with a strong outcome story to support the reference and case-study pipeline.

What Makes You Successful

Need to Haves

  • Bachelor's degree or equivalent experience.

  • 1–3 years in customer success, account management, or a client-facing support role — ideally touching HCM, Payroll, or Workforce Management software or services.

  • Comfortable managing a high-volume portfolio through process and self-service tools rather than one-to-one relationship depth alone.

  • Organized and detail-oriented, comfortable working in Salesforce or a comparable CRM.

Nice to Haves

  • Direct, hands-on exposure to the UKG platform is a plus.

  • Experience with a scaled, pooled, or “tech-touch” customer success model.

How You'll Be Measured

  • CSAT / NPS across your assigned portion of the Tier 3 book.

  • Referenceability rate of your assigned portion of the Tier 3 book.

  • Retention of your assigned portion of the Tier 3 book.

  • Accuracy and timeliness of your tier-up escalations.