Customer Success Manager - Hybrid in Raleigh, NC

Position: Customer Success Manager

Location: Raleigh, NC (Hybrid)

Pay: $95,000 to $115,000 plus commission

Type: Full-time

Schedule: Monday - Friday

Onaroll is seeking a highly motivated and customer-focused Customer Success Manager (CSM) to join our growing team. This role is ideal for a strategic relationship builder who thrives in a fast-paced SaaS environment and is passionate about helping customers achieve measurable business outcomes.

As a Customer Success Manager, you will serve as a trusted advisor to a portfolio of customers, guiding them through onboarding, adoption, retention, and expansion. You will work closely with customers to understand their business objectives, drive product utilization, identify growth opportunities, and ensure they realize maximum value from their partnership with Onaroll.

The ideal candidate has experience managing a high-volume book of business, is comfortable analyzing customer data and health metrics, and has a proven track record of driving customer retention, satisfaction, and revenue growth.

Key Responsibilities

Customer Relationship Management

• Manage and grow a portfolio of 50+ customer accounts, serving as the primary point of contact throughout the customer lifecycle.
• Develop trusted advisor relationships with customers, including franchise owners, operators, multi-unit business leaders, and executive stakeholders.
• Conduct regular business reviews and strategic planning sessions to align product usage with customer goals and objectives.
• Build strong partnerships with customer decision-makers to drive engagement, advocacy, and long-term retention.

Customer Onboarding & Implementation

• Lead structured onboarding and implementation programs for new customers.
• Develop customized success plans, implementation timelines, and adoption strategies to ensure smooth deployment and time-to-value.
• Coordinate cross-functional resources to support onboarding milestones and customer objectives.
• Hold customers accountable to agreed-upon timelines and action items while proactively addressing implementation challenges.
• Ensure successful product adoption by delivering best practices, training, and ongoing guidance.

Customer Adoption & Retention

• Monitor customer health metrics, product usage trends, and engagement data to proactively identify risks and opportunities.
• Analyze dashboards, reports, and customer performance indicators to develop actionable recommendations.
• Conduct regular check-ins to evaluate progress, reinforce value, and ensure customers are achieving desired outcomes.
• Identify at-risk accounts and develop retention strategies to reduce churn and improve customer satisfaction.
• Consistently achieve and exceed retention, renewal, and customer health goals.

Revenue Growth & Expansion

• Identify, position, and close upsell, cross-sell, and expansion opportunities within existing accounts.
• Leverage customer insights and business needs to recommend additional products, features, and services that drive value.
• Manage expansion conversations independently, from opportunity identification through closing.
• Partner with leadership and cross-functional teams to support account growth initiatives and maximize customer lifetime value.

Executive Business Reviews & Strategic Consultation

• Prepare and deliver Quarterly Business Reviews (QBRs) and strategic account presentations to executive-level stakeholders.
• Translate customer data, platform usage, and business metrics into meaningful business discussions.
• Provide strategic recommendations that improve operational performance, workforce effectiveness, and business outcomes.
• Demonstrate ROI and communicate the value customers derive from their partnership with Onaroll.

Cross-Functional Collaboration

• Partner closely with Product, Operations, Support, Marketing, and Leadership teams to advocate for customer needs.
• Provide customer feedback and market insights that influence product enhancements and service improvements.
• Maintain accurate account records, customer activities, and opportunity updates within CRM and customer success platforms.

Qualifications

Required Experience

• 3+ years of Customer Success, Account Management, Client Services, Relationship Management, or SaaS experience.
• Demonstrated experience managing at least 50 accounts simultaneously while maintaining high levels of customer satisfaction and engagement.
• Proven track record of achieving customer retention, renewal, churn reduction, and net revenue retention goals.
• Experience leading customer onboarding and implementation processes, including developing success plans and driving adoption milestones.
• Ability to analyze customer data, dashboards, health scores, and performance metrics and translate insights into meaningful customer conversations.
• Experience presenting to executive stakeholders and leading Quarterly Business Reviews (QBRs).
• Proven success identifying and closing upsell and expansion opportunities within an existing customer base.
• Excellent verbal, written, presentation, and relationship-building skills.

Preferred Qualifications

• Experience in a SaaS, HR technology, workforce management, staffing, payroll, or franchise-focused environment.
• Experience supporting multi-location businesses, franchise operators, or enterprise customers.
• Familiarity with CRM platforms, customer success tools, and business intelligence reporting.

Key Competencies

• Customer-Centric Mindset
• Strategic Account Management
• Executive Presence
• Data Analysis & Business Acumen
• Consultative Selling
• Problem Solving
• Project Management
• Relationship Building
• Communication & Influence
• Results Orientation

Onaroll is part of Array Corporation, the leading technology-enabled workforce solutions company whose mission is to fix how work is bought, sold and delivered to enable access to the American Dream.

We are proud to be an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.