Senior Director, Customer Success Strategy & Operations

Remote - Work from Home

Paycor's HR software is purpose-built for leaders and modernizes people management. We help our customers build winning teams and great places to work. Paycor’s culture is the key driver of our success. Every day, our associates find new ways to add value and progress toward audacious goals. We celebrate wins and share the wealth with a high performance-centric culture that empowers talented people to try new roles, innovate and experiment, and follow their passions.

Job Summary

The Sr. Director, Customer Success is responsible for creating and executing a plan relative to the strategic vision for the  Success organization.  This leadership role will focus on high product adoption, client satisfaction and improved retention.   Core responsibilities include developing and implementing processes that positively influence key client business metrics, uncovering at risk client situations and acting quickly to avoid loss, aligning with cross-functional leaders to drive company-wide culture of client success and coaching a team of direct reports to maximize individual and team performance. This role requires building effective services, programs and systems that leverage both people and automation to support a wide variety of client sizes and industries.

Essential Duties And Responsibilities

• Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved
• Establish consistency in the execution of effective service practices; deliver against key client metrics
• Build outstanding relationships with other Client Service leaders partnering to continually review and enhance operational performance and strategy
• Align with cross-functional stakeholders in Product, Marketing and Sales serving as the CSM Business Partner
• Perform essential leadership responsibilities -- meet regularly with each team member to monitor and discuss performance and personal development; drive accountability for key metrics, address performance issues swiftly, identify training and development needs and create plans to implement them; continually identify staffing needs and participate in hiring processes
• Design, implement, and track key metrics within Paycor’s CSM technology solution to analyze performance and identify trends and improvement opportunities; institute a regular communication cadence to inform relevant business partners and stakeholder groups of data and discoveries
• Serve as the escalation point, which may involve visiting clients on location
• Participate in new service or compliance roll outs to ensure CSM and client readiness
• Manage expenses within the established budget
• Other duties as assigned
  
  

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.

• At least 7-10 years of business experience in a dynamic, changing environment
• Minimum of 3 years of Sales and Client relationship experience tied to client retention and growth; SaaS environment preferred
• 4-year business degree; MBA preferred
• Proven track record in leading teams through planning and development of strategic processes and efficiencies environment
• Expertise in improving and managing services processes and methodologies communication and interpersonal skills that inspire and motivate leaders and teams
• Demonstrated excellence in analytical thinking, problem solving, communication, delegation, planning & organization and judgment
• Proven track record of reduction in churn and implementing processes to increase customer engagement with systems and automation
  
  

Paycor Total Rewards

Take Care of Each Other is one of our Guiding Principles and it’s something we actively pursue through the benefits we offer. We are dedicated to delivering a great personal and professional experience with exceptional benefits to support your wellbeing and the wellbeing of your family.

Highlights Include

• A flexible virtual-first work philosophy
• An initial equity award in Restricted Stock Units (RSUs) for all new Associates and on-going award opportunities to participate in the value created through Paycor's growth
• 401(k) with $.65 match for every dollar contributed up to 6% of eligible pay
• Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special)
• Three medical plan options – including a $0 cost option and travel & lodging support to ensure access to medical care
• Paid leave for birth parents, non-birth parents, elder caregivers, and military support
• Sabbatical opportunities for tenured Associates
• Employee Stock Purchase Plan, which enables you to buy PYCR stock at a 15% discount
• Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges
  
  

We also offer competitive compensation determined by each individual's relevant experience, skills, and education. We anticipate the base pay for this position to be between $172,050 - $293,730. In addition to base pay, Paycor Associates are eligible for either a performance-based annual bonus or commission, depending on their position. If your desired salary falls outside of these rates, we hope you'll still apply as there may be other positions that better align.

For more information about our total rewards, please visit www.mypaycorbenefits.com.

If you need assistance or an accommodation during the interview process due to a disability, please email us at interviewaccommodations@paycor.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.