Customer Success Manager AZ, GA On Site

We are a proud work-from-office company. If youre ready to work on-site in a dynamic global company wed love to hear from you.

About Us
VirgilHRs vision is to make a world where employment and labor law data is accessible and digestible to HR professionals. With easy access to data and legal guidance HR professionals can make compliant employment decisions with confidence and within minutes. VirgilHR offers technology that provides instant employment and labor law guidance to HR professionals while they navigate compliance tasks. Forget the research or the lawyers; credible employment and labor law data is now available at HRs fingertips real-time. As a fast-growing start up were here to change the future of work - to bring efficiency back to HRs day-to-day while mitigating risk to the business.

Position Summary
The Customer Success Manager (CSM) will own relationships with our direct customer base and Client the foundation for a world-class customer experience. This role is ideal for someone who wants to be hands-on while also shaping the long-term vision of Customer Success. This position partners with HR teams at fast-growing companies to ensure adoption retention and value realization-while also helping us define the playbooks processes and tools needed to scale.

Essential Duties and Responsibilities

• Own post-sale relationships with direct customers from onboarding to renewal
• Serve as a trusted advisor to HR leaders understanding their goals and aligning product usage accordingly
• Manage onboarding product training and ongoing support in partnership with internal teams
• Track adoption usage and health metrics; identify churn risk and proactively intervene
• Execute renewal and expansion motions in collaboration with Sales
• Develop scalable resources templates and playbooks to improve the customer journey
• Collaborate cross-functionally with Product Sales and Support to surface customer feedback and advocate for enhancements
• Collaborate with Marketing on lifecycle marketing campaigns to improve engagement retention and upselling opportunities
• Identify and engage satisfied customers to drive referrals in partnership with the Sales team
• Travel may be required occasionally to attend team onsite meetings customer events industry conferences and training sessions. This may include air travel ground transportation (including cars taxis or rideshare services) and in some cases potential public transportation.

Knowledge Skills and Abilities

• Excellent verbal and written communication skills and interpersonal effectiveness at all levels in the organization and across cultures
• Excellent project management ability to prioritize and efficiently execute a high volume and broad scope of tasks within tight deadlines competing demands and changes in the work environment.
• Proactive organized and excited about building things from scratch
• Understanding of customer success strategies and best practices.
• In-depth knowledge of the companys products and services to effectively assist customers.
• Familiarity with the industry and market trends.
• Understanding of data analysis techniques to measure customer success metrics.
• Strong organizational analytical strategic thinking and problem-solving skills.
• Demonstrated ability to learn quickly.
• Collaborate cross-functionally and build strong relationships across departments and partner organizations.
• Build and maintain strong relationships with customers and internal teams.
• Ability to understand and address customer needs and concerns.
• Ability to prioritize customer satisfaction and success.
• Ability to adapt to changing customer needs and market conditions.
• Ability to make informed decisions to enhance customer experience.

Education & Experience

• Bachelors degree in business marketing or related field or equivalent combination of experience skills education (including other relevant non-traditional degree programs certifications or job training programs).
• At least three years experience in a Customer Success or Account Management at a B2B SaaS company preferably in the HR Tech or Legal Tech space.
• Experience supporting HR buyers or compliance/legal tech tools is a major plus
• Skilled at using tools like HubSpot Salesforce Slack Zoom Loom Zoho Desk LinkedIn Sales Navigator
• Proficiency with Microsoft Office software (Outlook Microsoft Teams Excel Word PowerPoint) and demonstrated ability to learn other applications as needed.