The Lead Customer Success Manager oversees customer relationships to maximize ROI and facilitates client engagement and program execution. Responsibilities include negotiation, data management, and collaboration with sales teams for growth and retention initiatives.
The Customer Success Manager is responsible for the strategic account management and success of our customers, encompassing PEO, HR-Payroll, and SaaS accounts. This includes guiding clients from onboarding through their lifecycle, ensuring optimal utilization of products and services, and driving retention, growth, and engagement.
This role will work cross-functionally with internal departments to ensure client satisfaction, product adoption, and successful resolution of client issues while serving as the client’s primary point of contact. Key objectives include achieving revenue retention and expansion goals, building strong executive relationships, and representing the customer voice internally.
The Role. . .
- Account Management & Client Advocacy:
- Act as the primary relationship owner for a portfolio of clients, establishing productive relationships with executive leaders.
- Ensure revenue retention and growth through contract renewals, upsell/cross-sell opportunities, and strategic account management.
- Proactively identify and address client needs, recommending tailored HR, payroll, and SaaS solutions to enhance workplace efficiency and compliance.
- Conduct Quarterly Business Reviews (QBRs) to evaluate client engagement, utilization, and satisfaction, often with C-level participants.
- Collaboration & Problem-Solving:
- Work closely with internal teams (e.g., Sales, HR, Payroll, and Product) to resolve client inquiries and service issues promptly, meeting SLAs and maintaining high client satisfaction.
- Partner with Sales on prospect introductions, contract negotiations, and ensuring smooth onboarding.
- Represent customer feedback internally, advocating for product enhancements and operational improvements.
- Process Improvement & Service Delivery:
- Evaluate client HR and payroll processes, recommending and implementing improvements for maximum service delivery.
- Develop and execute account strategies, ensuring adherence to agreed timelines and deliverables.
- Client Success & Training:
- Support widespread adoption of Fourth’s products and services within client organizations, facilitating training as needed.
- Collaborate with marketing to secure testimonials and promote customer participation in events.
- Operational Excellence:
- Monitor and manage client portfolios to meet or exceed retention and growth metrics.
- Serve as an escalation point for critical support issues, ensuring swift resolution.
The Ideal Candidate. . .
- Technical & Functional Expertise:
- Strong knowledge of PEO, HR, payroll, work comp, and SaaS solutions.
- Proficiency in Microsoft Office Suite; knowledge of ClientSpace, PrismHR, and HRIS systems is a plus.
- Experience in subscription revenue management, contract negotiations, and customer lifecycle strategies.
- Interpersonal & Leadership Skills:
- Excellent communication and presentation skills, with the ability to influence and engage C-level executives.
- Exceptional organizational and time management abilities; capable of multitasking in a fast-paced environment.
- Team-oriented, collaborative approach with a proactive and solutions-focused mindset.
- Qualifications:
- Bachelor’s degree from an accredited institution preferred.
- 5+ years of experience in account management or customer success, ideally within SaaS or HR industries.
- Proven track record of meeting/exceeding revenue targets.
- Bilingual (English/Spanish) is a plus.
Fourth Perks: Unlimited PTO, Health, Dental, Vision, 401K match, Charity Days, Parental Leave, Flexible Work Environment, just to name a few…
Remote employment limited to: AZ, CA, CO, CT, DC, FL, GA, IL, IN, KY, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, VA, WA
Our Story
In July 2019 Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes—from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.
Fourth is an Equal Opportunity Employer
All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.
Top Skills
MS Office
NetSuite
Salesforce
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