Scaled Customer Success Manager

Reports to: Customer Success Director

As a Scaled Customer Success Manager, you will drive engagement, adoption, and retention at scale. This role is focused on one-to-many customer success initiatives rather than direct account management, though you will have plenty of opportunities to engage directly with customers. You'll design and execute scalable programs that support thousands of customers, helping them get the most value from our product. As a member of our small but growing team, you will be expected to analyze our business, think critically and strategically about the customer journey, and plan and execute programs to achieve our growth and retention metrics.

To apply to this role directly, please go to: https://ontheclock.bamboohr.com/careers/35?source=aWQ9MTc=

• Develop, execute, and maintain scaled CS resources, including email campaigns, in-product guidance, and webinars (training sessions or product demos) to convert trial customers and retain existing customers. 
• Create and utilize Salesforce dashboards and reporting (plus other available data sources) to analyze all Customer Success programs and activities. Summarize key performance metrics and make recommendations to improve department performance.
• Monitor customer health metrics, usage data, and feedback to proactively address potential risks and improve retention.
• Collaborate with the CS Director to present monthly the impact (ROI) the department is having on conversion, upsell, and retention goals.
• Meet regularly with customers to ensure OTC is meeting customer goals and explore what new problems OTC should be addressing (understanding pain points) 
• Advocate for the customer experience across partner departments (product, marketing, sales, and support), seeking to understand customer issues and make recommendations for new programs and features (or changes to existing ones).
• Probably lots of other things you/we think we need to be doing to grow and retain our customer base!

• Minimum 3 years of experience as a Customer Success Manager (or equivalent role) within a SaaS environment.
• Proficient experience utilizing a CRM for purposes such as reporting, data tracking and interpretation, identifying trends, and CS-led customer growth opportunities
• Experience creating and managing email campaigns to promote conversion, adoption, and retention with a proven track record of increasing metrics tied to email campaigns.
• Experience managing and optimizing user guidance platforms (e.g., Appcues, Pendo, Userpilot)
• Strong analytical skills with the ability to interpret data and provide actionable insights.
• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.
• Ability to independently plan and manage projects in project management software (e.g. Asana, Monday.com, or similar)
• Knowledge of SaaS industry trends and best practices in customer success, plus a desire to focus every day on improving the customer experience for users and customers.

• Salesforce (Admin certification) and/or CS Operations experience is a plus.

OnTheClock, founded in 2004, is a Michigan-based SaaS company that provides workforce management tools, like time tracking, scheduling, and payroll for businesses. Our platform provides employers with a simple way to track employee hours, establish work schedules, and pay employees all in one system.  OnTheClock has a great culture, and we are looking for like-minded people to offer the best service possible for our customers.

• Positive - whatever it takes attitude
• Analytical - drills down into data and loves technology, data, and spreadsheets
• Growth Mindset - curious and always learning
• Deep Expertise – You bring a level of skill and insight that elevates our team.
• Build Up Others - teach others as you work
• Results Focused - ability to achieve and prove results
• Culture Fit - Must fit in here at OTC, in line with our values - https://www.ontheclock.com/meetUs.aspx#our-values
• Be A Doer - always looking for new ways to look at data and make recommendations
• Find us on LinkedIn to understand more about who we are

• Award-Winning Culture - Recognized as a Crain’s Best Place to Work in 2023 & 2024
• Competitive pay plus 401k that includes employer contributions on day 1
• Comprehensive Benefits – 100% paid health insurance, dental & vision (Blue Cross), $100K life insurance, short & long-term disability 
• Work-Life Balance – Paid time off 9 paid holidays
• Perks & Growth – Free company lunch (Thursdays), stocked kitchen, $1,000 annual education support
• Strong Reputation – 4.9-star Glassdoor rating & 4.8-star product review
  

• An I9 form will be required to complete at hire to confirm work authorization.
• If you require reasonable accommodation to complete this application, contact amanda@ontheclock.com.

To apply to this role directly, please go to: https://ontheclock.bamboohr.com/careers/35?source=aWQ9MTc=