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.
Create confidence in your compensation. Payscale.
To learn more, visit www.payscale.com.
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 You’ll 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 We’re 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.
Bachelor’s 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 you’ll 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 don’t hesitate to apply — we’d love to hear from you.
If you have a disability or impairment and need assistance with the application process, please email recruiting@payscale.com for support.
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