Principal Customer Success Manager

Location: For this role, we can hire in Melbourne, Sydney & Brisbane. The role is remote.About the opportunityDayforce is currently seeking a dynamic Customer Success Manager. You will assume a key role as a champion for our enterprise customers. As a trusted advocate, you will think strategically and drive quantifiable value to our customers via our products and services.What you’ll get to do

• Lead partnering with customers on the development of joint Customer Success plans, value plans and other essential customer assets. Review and maintain such joint assets on a regular basis, contribute to ongoing improvement and evolution of such assets
• Conduct regular customer meetings with accounts within designated portfolio in accordance with governance framework and leading industry trends
• Orchestrate partnership with the sales teams, services teams and partners to ensure the success of Dayforce opportunities within the customer base. Proactively identify and anticipate revenue opportunities and leads and pass them on to sales for execution
• Demonstrate strong customer management, executive engagement and communication, commercial, technical, and business acumen combined with passion and strength for building executive and C-suite level customer relationships
• Generating revenue from existing customer base, by for example: recommending/promoting value added services, participating in sales performance incentive programs, and by using insights and knowledge of the market/geo/industry making recommendations to the CSM leadership on possible new revenue streams
• Developing high quality high impact account and territory plans for designated high complexity customers, maximizing growth potential, customer maturity progression, improving retention and on time renewals, and securing advocates and referenceable customers
• Maintaining a high rate of customer retention, based on strong customer satisfaction, making sure customers are advocates and ambassadors for Dayforce
• Coordinating CSM alignment and success strategy around the world for global customers
• Managing and maintaining customer contracts and renewals
• Being an objective customer advocate withing Dayforce, influencing product and technology, marketing, services, managed operations groups, maintaining a high level of customer satisfaction whilst managing customer’s expectations

What’s in it for you

• Encouragement to be the best version of yourself at and away from work:

• YOUnity diversity and inclusion programs
• Amazing time away from work programs
• Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
• Recognition for your contributions through excellent pay, perks, and rewards
• Giving where you’re living: volunteer days, Dayforce sponsored events, and our very own charity, Dayforce Cares
• Opportunities to fuel your career growth through numerous internal and external programs and event

Skills and experience we value

• 5+ years’ experience in customer facing role
• 8 years related experience, or equivalent combination education and related experience
• Knowledge of Customer Success in SaaS industry, HR tech or Payroll industry
• Comprehensive understanding and experience of HCM best practices and how to apply them against customer requirements.
• Deep understanding of customer service processes and expectations
• Ability to build relationships and executive connections with a number of stakeholders across the business internally and externally
• Executive presence, confidence and credibility
• Excellent communication skills, written and verbal
• Proficiency in using MS Office, Salesforce CRM or similar tool
• Ability to manage multiple, concurrent, complex ongoing engagements and prioritize competing priorities