Customer Success Manager

SHRM is a member-driven catalyst for creating better workplaces where people and businesses thrive together. As the trusted authority on all things work, SHRM is the foremost expert, researcher, advocate, and thought leader on issues and innovations impacting today’s evolving workplaces. With nearly 340,000 members in 180 countries, SHRM touches the lives of more than 362 million workers and their families globally.

SHRM Enterprise Solutions is growing! The Enterprise Solutions Customer Success Manager (CSM) will deliver a consistent cadence of service to all enterprise clients to increase engagement and satisfaction. This position is responsible for coordinating with the enterprise servicing team, which includes the sales representative, the enterprise solutions architect, and the product owners to better serve enterprise customers during their annual engagement. It also provides relationship account management, service delivery, business operations, and creative thinking around how to support and service SHRM’s largest customers now and into the future. This role is ideal for someone who wants to collaboratively build our service strategy as we deliver it.

Responsibilities

• Relationship Convening

• Serve as the convener for enterprise accounts– connecting the enterprise sales and servicing team to better understand how the enterprise partner will grow with SHRM.

• Establish, maintain, and strengthen the relationships between SHRM and our Enterprise clients through proactive account management, continually understanding their organizational needs, and effective problem resolution.

• Partner with internal SHRM team members and internal partners to provide support, advice, and guidance to address the workplace challenges of Enterprise and Executive members.

• Service Delivery

• Develop and execute a comprehensive servicing strategy working collaboratively with the enterprise sales teams (Midsize and Large markets), Marketing, and other departments to provide a comprehensive personalized support to assist the organization in meeting its workplace challenges.

• Manage and execute delivery of products and services to Enterprise and Executive Members by working collaboratively with internal product departments and SHRM’s Customer Experience (CX).

• Business Development Support

• Monitor and recognize business development opportunities. Partner with the Enterprise Solutions sales team to capitalize on opportunities and execute a renewal strategy for Enterprise customers.

• Drive Revenue Outcomes

• Drive impact with enterprise customers to meet objectives in customer acquisition, retention, and delivery of other SHRM products, services, and programs.

• Monitor and review product and membership benefit utilization with clients during regular strategy conversations (quarterly business reviews).

Position Qualifications

• Required

• Bachelor’s degree in Business Management, Human Resources, Marketing, or similar field; or high school diploma (GED) with extended, equivalent, relevant experience.

• Over 5 years of experience in an association, non-profit organization, or business managing external relationships and/or service delivery.

• Experience developing and executing a plan with a proven track record of leading others in cross-functional teams.

• Project Management -- Strong management, leadership, and organizational skills with demonstrated experience in project management efforts and executing an overall strategy

• Customer Engagement-- Proven results in member or customer acquisition and retention, and account relationship management through a comprehensive personalized support and service strategy.

• Communication Proficiency -- Excellent oral and written communication and interpersonal skills, including experience in giving public presentations or speaking activities.

• Problem Resolution -- Creative approaches to problem solving are required. Ability to identify recurring problems, provide solutions, and recommend internal process enhancements.

• Product and Solution Architect -- Ability to gain a thorough understanding of SHRM membership, products, and services and to collaborate closely with internal stakeholders who have delivery responsibility for SHRM offerings. Ability to bundle these offerings in impactful and value-added ways to address SHRM’s clients’ organizational needs.

• Demonstrated ability to work within a team environment, delegate responsibilities, drive accountability, and deliver to internal and external customers at all levels. Must be diplomatic, team-oriented, and sensitive to the needs of members and staff to work across a large organization, secure resources, build relationships and identify opportunities is essential. Excellent member and customer service focus with the ability to influence and/or persuade stakeholders.

• Agile, Accountable -- Demonstrated ability to execute on strategic objectives and goals, meet deadlines and work independently, and possess strong organizational skills. Ability to simultaneously coordinate a variety of complex projects and work within activity program deadlines is needed.

• Technical Competency -- Proficient experience in using various software programs including Microsoft Office Suite, SharePoint, NetSuite, Salesforce, or similar CRM software.

• Preferred

• Experience working with B2B, corporate or enterprise clients or customers

• Experience working with volunteers

Certifications

• Project Management Professional (PMP) certification is a plus.

Physical Requirements

• Must be able to perform essential duties satisfactorily with reasonable accommodations.

• Work is generally done sitting, talking, hearing, and typing. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading.

Work Environment

• Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment.

• Travel Required: Occasional 0-10%

Work Environment

Hybrid Position (3 Days In-Office, 2 Days Remote):

This position follows a hybrid work schedule, requiring in-office presence [three days per week] and remote work [two days per week]. Core work hours will be designated by the department. The office environment includes a standard workstation setup with collaborative spaces, while remote work requires a reliable high-speed internet connection and a suitable home workspace. Employees must maintain availability during standard business hours and adhere to company policies for both in-office and remote work.

Travel: 20 – 30%

#LI

The hiring range for this position is $70,000 to $83,000 per year. This range is an estimate, and the actual salary may vary based on the candidate's experience, skills, and qualifications. SHRM offers a competitive and comprehensive total rewards package. The benefits for this position include professional growth and development, health, dental, vision, well-being, health savings, flexible spending, retirement, open leave, and annual discretionary bonus and incentives.

Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.

SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).

We do not sponsor applicants for work visas.

Job Details

Job Family 00 - Sales & Sales Support

Job Function 00 - Primary

Pay Type Salary