Senior Manager, Customer Success & Renewals
ABOUT PAYSCALE
Payscale is the original compensation innovator for organizations who want to scale their business with pay and transform their largest investment into their greatest advantage. With decades of innovation in sourcing reputable data and developing AI-powered tools, Payscale delivers actionable insights that turn pay from a cost to a catalyst. Its suite of solutions — Payfactors, Marketpay, and Paycycle — empower top companies in the U.S. and businesses like Cintas, ZoomInfo, Chipotle, Brookdale Senior Living, Ohio State University, American Airlines, and TJX Companies.
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Overview
Retention and long-term customer value are critical to our growth, particularly across our SMB and Mid-Market (MM) customer segments. The Senior Manager, Customer Success & Renewals is a strategic leader responsible for owning post-sale customer outcomes across adoption, retention, and expansion, for our SMB and Mid-Market customer base. This role leads our Customer Success and Renewals team for our SMB and Mid-Market customer base – directly managing Manager of CSM and Manager of Renewals who in turn manage teams of individual contributors.
This leader sets the vision, strategy, and operating rhythm for Customer Success and Renewals teams, ensuring teams are aligned, accountable, and consistently delivering measurable business impact across our SMB and Mid-Market (MM) customer base, with a strong focus on customer adoption, retention, and predictable renewal execution.
What You’ll Do
Leadership & Team Management
- Lead, coach, and develop your manager-level leaders responsible for Customer Success Managers and Renewals Managers.
- Establish clear goals, success metrics, and expectations for both organizations, ensuring alignment to company retention and growth targets.
- Create a strong leadership bench by mentoring managers on people leadership, per...