Director Client Success Management

Company Description

Paying the right way, getting paid what you’re worth — it’s complicated, and it matters. Compensation used to be a dark art. Not anymore. PayScale helps employers and their employees understand the right pay for every position and effectively communicate about compensation.

PayScale pioneered the use of crowd-sourced compensation data and unique matching algorithms to power the world’s most advanced compensation platform and continues to be the compensation market leader. 

We foster a working environment that generates new ideas, promotes ownership and experimentation and encourages highly motivated individuals to be truly creative. Are you forward-thinking, tenacious, and inventive? If so, PayScale may be the perfect place for you to grow your career!

Job Description

What We Do: Our Client Success Management Teams exist to ensure our customers receive maximum value from their PayScale subscription. We help our customers utilize our best-in-class products, services and data to develop better pay strategies for their organizations.

The CSM teams also work cross-functionally with the broader Client Success organization (Implementation, Professional Services, Client Education and Client Support) so that customers achieve their business goals, ultimately leading to contract renewal and customer revenue growth.

What You Do: In this role you will lead an organization of 25 CSMs and their managers to exceed their goals relating to delighting customer, product usage/adoption, and ultimately growth of customer revenue. You'll hire and develop the management team and build career development pathways to support career growth within the team. You'll also represent the Voice of the Customer at a leadership level within PayScale.

Day-in-the-Life: As a Director, Client Success Management a typical day may include the following…

  • Assist in customer meetings, provide coaching to facilitate growth and distill themes for broader leadership team, including CS, Marketing, Product and Sales.
  • Execute on new and existing CS strategies that increase customer utilization of products, and services. 
  • Analyze individual and team success metrics/results to manage and improve performance.
  • Work on company initiatives to improve customer experience.
  • Lead effective one on ones centered in accountability and results to support growth and further development on team and in role.

First Year in Role: 

  • Month 3: Learn the business, understand the customer base, develop a vision for the team
  • Month 6: Show proficiency in PayScale's product offerings, have established trust-based relationships with key customers and within PayScale
  • Month 12: Show results of vision through improvements in customer satisfaction metrics, customer retention and employee engagement

Qualifications

Experience:

  • 10+ years of Customer Success or Customer Service experience in a growing recurring revenue software business
  • 5+ years leading teams with experience developing vision, building culture and motivating people to achieve results
  • Experience with Salesforce and Gainsight preferred
  • Bachelor's Degree

Skills:

  • Relationship Building: Ability to build/establish positive relationships and to collaborate across the business
  • Customer Focus: Ability to see customer's perspective and motivate teams to own the delivery of customer outcomes
  • Product & Data Knowledge: Solid understanding of relational databases, crowd-sourced data and market-pricing systems. PayScale product and data knowledge preferred. 
  • Business Insight/Strategic Skills: Ability to evaluate, understand and ensure we meet client needs. Strong ability to communicate value based on clients' business objectives
  • Problem Solving: A self-starter with a love for problem solving, building innovative solutions, and an ability to see the “big picture”

Tools:

We have a lot of tools in our toolkit. We're looking for familiarity with CRM and CSM Tools such as Salesforce.com and Gainsight, Analytics tools like Tableau and of course our products PayScale MarketPay, Insight Lab, and related systems. 

Additional Information

Meet Your Manager: Andrew Fraser leads Client Services and Customer Success at PayScale. Andrew is excited about PayScale's ambitions to become the defacto standard when it comes to making good compensation decisions.

Hiring Process: “Change is the only constant in life (and PayScale)” – Heraclitus (okay, so we paraphrased a bit). The hiring process outlined below is a rough overview, and is subject to change based on business priority, interviewer availability, etc.

  1. Recruiter Phone Interview
  2. Hiring Manager Interview
  3. Interview loop with peers and other leaders

Additional Information

Benefits & Perks – The Highlights:

  • Flexible Paid Time Off policy
  • 10 paid holidays 
  • Amazing Medical/Vision/Dental/Prescription coverage: 100% company-paid premiums for employees; 50% for eligible partners and dependents
  • Flexible Spending Account (FSA) options for pre-tax employee allocations towards: Medical, Dependent Care, Parking, and Transit
  • Long Term Disability, Short Term Disability, and Company-paid Life Insurance
  • Strong Maternity and Paternity Leave benefits, and multiple onsite Mother’s Rooms
  • 401k which vests immediately, complete with company match

Equal Opportunity Employer: PayScale provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. PayScale complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages

Location

PayScale's headquarters are located in the heart of the action in Seattle's historic Pioneer Square neighborhood.

An Insider's view of PayScale

How would you describe the company’s work-life balance?

We pride ourselves on providing balance to our employees! Flexible PTO, consistent 40 hour work weeks, etc. We believe that if our employees have a life outside of PayScale that they will be more productive, more innovative, and that ultimately they'll decide to stay with us longer :)

Chris Stiemert

Sr. Director, Talent Acquisition

What projects are you most excited about?

On the sales team we're constantly innovating the ways that we communicate the value of PayScale to prospective customers. New features and products are added all the time, and it's exciting to work together to find the most effective way to let potential buyers know what's in it for them.

Mackenzie Fuentes

Manager of Sales Development

What’s the vibe like in the office?

It’s a beer on a bad day, a coffee on a rainy Monday morning. The ups and downs come with the stress of work and real life, but with that the true comfort of coworkers who know what’s going on and assist where they can. It’s a good place to be and a better place to work.

Tom Owen

HRIS Data Conversion Analyst

What are PayScale Perks + Benefits

PayScale Benefits Overview

Flexible Paid Time Off policy
10 paid holidays
Amazing Medical/Vision/Dental/Prescription coverage: 100% company-paid premiums for employees; 50% for eligible partners and dependents
Flexible Spending Account (FSA) options for pre-tax employee allocations towards: Medical, Dependent Care, Parking, and Transit
Long Term Disability, Short Term Disability, and Company-paid Life Insurance
Competitive Maternity and Paternity Leave, and onsite Mother’s Room
401k which vests immediately, complete with company match
Onsite bike storage, lockers, showers, and clothes dryer
Ergo friendly chairs and sitting-standing desks
Company-hosted happy hours every Friday afternoon
Fido Fridays (our canine colleagues join us the first Friday of every month. WOOF!)

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Medical, Dependent Care (can be used towards day care costs), Parking, Transit
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Some Meals Provided
Happy Hours
Pet Friendly
Fido Friday's the first Friday of every month!
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
We know creating an environment that values diverse perspectives and backgrounds is what enables us to have more innovative ideas and best serve our customers.
Lunch and learns
Promote from within
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