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 65% of the top companies in the U.S. and businesses like Panasonic ZoomInfo Chipotle Quest Diagnostics University of Washington 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 Youll 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 performance management and career development.

• Foster a high-performance customer-first culture centered on accountability continuous improvement and results.

Customer Adoption Retention Renewals & Expansion Strategy

• Own and evolve the end-to-end post-sale customer lifecycle for SMB and Mid-Market customers focusing on driving scaled and efficient processes to support and retain a high volume of customers.

• Define and execute strategies that drive customer adoption and measurable value realization improving gross retention net retention renewal rates and customer lifetime value.

• Partner closely with Sales Account Management Marketing Product and Support to ensure a seamless customer experience and clear handoffs.

• Drive proactive risk identification and mitigation strategies for at-risk accounts.

• Manage and drive the strategy of our Digital Customer Success programs in partnership with our Customer Center of Excellence Education and Customer Marketing teams.

Operational Excellence Forecasting & Scale

• Own renewal forecasting end-to-end for all renewals owned by SMB MM Renewals teams ensuring accuracy from pipeline creation through execution.

• Analyze performance data and customer insights to inform forecasting capacity planning and process improvements.

• Establish scalable playbooks operating cadences and best practices across Customer Success and Renewals.

• Identify opportunities to improve tools systems and workflows (e.g. Salesforce Gainsight) to support scale efficiency and strong renewal forecasting accuracy.

Voice of the Customer & Executive Partnership

• Serve as a senior voice of the customer synthesizing feedback and trends to influence product roadmap pricing packaging and go-to-market strategy.

• Participate in key customer conversations including executive escalations high-value renewals and strategic accounts.

• Communicate performance risks and opportunities clearly to executive leadership.

Success in This Role Looks Like

• Strong engaged Manager-level leaders who consistently develop high-performing IC teams focused on SMB and Mid-Market customers.

• Improved customer adoption renewal rates and net revenue retention across SMB and Mid-Market segments driven by proactive value delivery.

• Predictable renewal forecasting and disciplined execution against retention goals.

• Clear alignment and collaboration between Customer Success Renewals and cross-functional partners.

• Scalable processes that support growth without sacrificing customer experience.

What Were Looking For

Experience

• 7 years of experience in Customer Success Renewals Account Management or Sales within a recurring revenue / SaaS business.

• 4 years of people leadership experience including managing managers.

• Proven success owning retention renewals and expansion outcomes.

• Experience scaling teams processes and operating models in a growing organization.

Skills & Attributes

• Strong strategic thinker with the ability to translate strategy into execution.

• Data-driven leader with strong operational and analytical skills.

• Ability to influence cross-functionally at all levels including senior leadership.

• Excellent coaching and feedback skills; passionate about developing leaders.

• Comfortable navigating ambiguity and driving clarity in complex environments.

Tools & Education

• Experience with Salesforce Gainsight or similar CS/CRM platforms preferred.

• Bachelors degree preferred or equivalent experience.

Location

Payscale Manila has an employee centric hybrid model that provides you the flexibility to do your best work in a space that supports you while also finding time to collaborate in person in our office for the moments that matter.

In our hybrid model employees can work from the location that works best for them when our team is not scheduled to be in the office.

When you work from home we recommend ensuring that you can meet the following technology equipment and workspace requirements:

• High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal.

• Device for Multifactor Authentication (MFA/2FA) - smartphone tablet etc.

Payscale has employees across the US Canada UK The Philippines and Romania however we are currently unable to hire in the Quebec Province Northern Ireland and Hawaii.

Benefits and Perks

All around awesome culture where together we strive to live our 5 values:

• Data informed decision making.

• Customer first. Always.

• Succeed together.

• Relentless about results. Obsessed with excellence.

• Lead the change. Shape the standard.

An open and inclusive environment where youll learn and grow through programs and resources like:

• Monthly company All Hands meetings

• Regular opportunities for executive leadership exposure through things like AMAs

• Access to continued learning & development opportunities

• Our commitment to a continuous feedback culture which allows us to drive performance and career growth

• A growing network of Employee Resource Groups

• Company sponsored volunteer hours

• And more!

Our more standard benefits

• Paid Philippine Regular holidays 1 additional Payscale holiday (Global Mental Health Day)

• 15 paid days of additional leave credited up front upon regularization and refreshed annually. Unused leave are monetized.

• HMO Coverage 1 dependent

• Fixed work schedule Monday through Friday 10pm-7am Manila

Equal Opportunity Employer:

We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race color religion sex age national origin or ancestry physical or mental disability veteran or military status marital status sexual orientation political ideology and any other basis protected by federal state or local laws. This policy applies to all terms and conditions of employment including but not limited to: recruitment hiring transfers promotions training discipline termination compensation and benefits performance appraisals education and social and recreational programs.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates so please dont hesitate to apply wed love to hear from you.

If you have a disability or impairment and need assistance with the application process please email for support.

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Required Experience:

Senior Manager