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
- 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.
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.
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