Principal Customer Success Manager

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally.

Location: For this position, we are open to remote work, and can hire anywhere in Melbourne or Sydney.

About the opportunity
Dayforce 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
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
What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
Fraudulent Recruiting
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