Airbase Customer Success Manager

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.  

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. 

Paylocity acquired Airbase! Airbase Inc., a modern finance and spend management software solution that combines bill pay / accounts payable automation, expense management, corporate cards and procurement capabilities. The acquisition of Airbase represents an expansion of Paylocity’s suite and is expected to deliver incremental integrated value to HR and finance leaders in managing all of their spend on a single platform – expanding the Paylocity total addressable market beyond HCM and further into the Office of the CFO.

Use your problem-solving skills to shape the way others see Airbase by Paylocity. Launch your career with us!   

Position Overview

The customer success manager will be responsible for developing customer relationships that promote retention and loyalty by ensuring that customers achieve their desired outcomes while using Airbase's product or service.  This person will focus on managing relationships with customer key decision makers and executives for a defined book of business. Using industry knowledge, this person will help customers identify best practices and accelerate value from Airbase products and services. They will strengthen the relationship by generating Customer Success Qualified Leads (CSQLs) and driving increased utilization of existing products, fostering long-term customer success and engagement with Airbase's solutions. They will work closely to advocate for these customers and process manage to ensure their needs are met.

Primary Responsibilities

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

1. Serve as the strategic partner to customers within assigned book of business  
2. Engage proactively through QBRs and other touchpoints to drive initial product adoption, share Airbase best-practices, and showcase value in line with customer business objectives  
3. Uncover upsell, cross sell opportunities within assigned book and partner with the Account Manager to maximize expansion revenue 
4. Amplify the voice of the customer, surfacing product feedback to relevant internal stakeholders and helping advance the company’s roadmap and development strategy  
5. Strategize product enhancement adoption and deployment that map to the customer’s business goals 
6. Surface thematic product gaps and needs within your book of business 
7. Become an Airbase product expert. Learn the ins and outs of the product so you can speak eloquently to best practices and solutions for your customers' needs 

Education and Experience 

1. Bachelor’s degree preferred  
2. 3-5 years of customer success experience at a B2B Mid-market or Enterprise-focused SaaS company 
3. Fluent in English with ability to communicate clearly and confidently 
4. Experience managing a revenue-based quota 
5. Experience creating and delivering high quality QBRs to executive and leadership teams 
6. Experience managing de-escalations and coordinating feedback and discussions between customer product teams 
7. Ability to work and learn at a fast pace (at times with little to no direction)  
8. Ability to build rapport and trust with champions and your colleagues in a remote setting 
9. Experience with Office of the CFO applications preferred 
10. Basic understanding of accounting and finance ecosystem preferred 
11. Experience utilizing common tools within the CS tech stack (Salesforce, Gainsight, Gong, Catalyst, Totango, Outreach) preferred 

Airbase by Paylocity is an equal-opportunity employer. Airbase by Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Airbase by Paylocity, we believe diversity makes us better.

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact LeaveBenefits@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed. 

This role can be performed from any office in the US. The pay range for this position is $80,000 - $95,000 /yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.