Customer Success Manager

About Perceptyx

At Perceptyx, we’re on a mission to help organizations turn employee insights into measurable impact. Our AI-enabled employee experience platform leverages the science of listening, behavioral nudges, and predictive analytics to help clients elevate engagement, retention, and performance. We’re a team of innovators fueled by purpose, collaboration and excellence - and we’re looking for someone who wants to play at the highest level.

The Role

As a Customer Success Manager, you will manage a portfolio of mid-market to enterprise customers, owning retention, adoption, expansion, and overall value delivery. You’ll operate at the intersection of business outcomes, product adoption, and strategic customer relationships-partnering across our internal teams (Sales, Product, Consulting, Services) to ensure our clients see measurable results from their investment in Perceptyx. This role is ideal for someone who thinks commercially, acts consultatively, and thrives in a high-growth, dynamic environment.

What You’ll Do

• Lifecycle Ownership: Own the full customer success journey for a book of mid-market and enterprise customers, including onboarding, adoption, value realization, renewals, and expansions.
• Retention & Growth: Drive gross retention and net revenue retention (NRR) by proactively owning renewals and identifying expansion opportunities.
• Executive Engagement: Lead Quarterly Business Reviews (QBRs) with C-suite and senior stakeholders, linking program outcomes to business ROI.
• Strategic Planning: Build and execute customer success account plans that articulate adoption journeys, risk mitigation, health scoring, and growth paths.
• Health Monitoring: Monitor customer health via usage data, engagement metrics, and risk flags to proactively intervene or upsell.
• Risk Management: Proactively identify at-risk accounts through health signals and customer feedback, taking first-line action to address concerns and escalating to leadership with clear context and recommended next steps when needed.
• Cross-Functional Partnership: Collaborate with Sales (upsells), Product (roadmap feedback), Professional Services (delivery), and Marketing (advocacy).
• Internal Advocacy: Act as the "voice of the customer" internally to help evolve our product and services.

What You Bring

• Experience: 3-5+ years in Customer Success, Account Management, or post-sales consulting in a B2B SaaS environment.
• Customer Relationship Management: Proven track record managing mid-market or enterprise accounts, building strong relationships with day-to-day stakeholders and senior program sponsors.
• Commercial Acumen: Familiarity with driving renewal and expansion motions (upsell and cross-sell).
• Strategic Mindset: Data-driven approach with the ability to analyze usage data and translate it into a strategic narrative for clients.
• Technical Proficiency: Experience with or ability to quickly learn tools like Salesforce, Gainsight (or other CSM platforms), and dashboard reporting.
• Soft Skills: Excellent communication and presentation skills, high autonomy, and the ability to thrive in a fast-moving, collaborative environment.

Bonus Points:

• Experience in HR Tech, Employee Experience, or People Analytics.
• Background with AI-driven platforms or analytics-led solutions.

Our Interview Process & AI Transparency

At Perceptyx, we value your time and want our interviewers to be fully engaged in the conversation.

• Note-Taking: We use Metaview.ai to record and summarize our interviews. This allows our hiring team to focus on you rather than typing notes, ensuring a fairer and more accurate evaluation of your experience.
• AI Disclosure: While we use AI to assist in summarizing interview data, all final hiring decisions are made by Perceptyx employees. We do not use automated tools as the sole basis for selecting or rejecting candidates.
• Your Choice (Opt-Out): Participation in recorded interviews is voluntary. If you prefer not to have your interview recorded via Metaview, please notify your recruiter at the start of the session. Opting out will not negatively impact your candidacy.