Customer Success Manager - AZ, GA - On Site

Customer Success Manager

VirgilHR's vision is to make a world where employment and labor law data is accessible and digestible to HR professionals. With easy access to data and legal guidance, HR professionals can make compliant employment decisions with confidence and within minutes. VirgilHR offers technology that provides instant employment and labor law guidance to HR professionals while they navigate compliance tasks. As a fast-growing start up, we're here to change the future of work - to bring efficiency back to HR's day-to-day, while mitigating risk to the business.

Position Summary

The Customer Success Manager (CSM) will own relationships with our direct customer base and client the foundation for a world-class customer experience. This role is ideal for someone who wants to be hands-on while also shaping the long-term vision of Customer Success. This position partners with HR teams at fast-growing companies to ensure adoption, retention, and value realization—while also helping us define the playbooks, processes, and tools needed to scale.

Essential Duties and Responsibilities

• Own post-sale relationships with direct customers, from onboarding to renewal
• Serve as a trusted advisor to HR leaders, understanding their goals and aligning product usage accordingly
• Manage onboarding, product training, and ongoing support in partnership with internal teams
• Track adoption, usage, and health metrics; identify churn risk and proactively intervene
• Execute renewal and expansion motions in collaboration with Sales
• Develop scalable resources, templates, and playbooks to improve the customer journey
• Collaborate cross-functionally with Product, Sales, and Support to surface customer feedback and advocate for enhancements
• Collaborate with Marketing on lifecycle marketing campaigns to improve engagement, retention, and upselling opportunities
• Identify and engage satisfied customers to drive referrals in partnership with the Sales team
• Travel may be required occasionally to attend team onsite meetings, customer events, industry conferences, and training sessions.

Knowledge, Skills, and Abilities

Excellent verbal and written communication skills and interpersonal effectiveness at all levels in the organization and across cultures

Excellent project management, ability to prioritize and efficiently execute a high volume and broad scope of tasks within tight deadlines, competing demands and changes in the work environment.

Proactive, organized, and excited about building things from scratch

Understanding of customer success strategies and best practices.

In-depth knowledge of the company's products and services to effectively assist customers.

Familiarity with the industry and market trends.

Understanding of data analysis techniques to measure customer success metrics.

Strong organizational, analytical, strategic thinking and problem-solving skills.

Demonstrated ability to learn quickly.

Collaborate cross-functionally and build strong relationships across departments and partner organizations.

Build and maintain strong relationships with customers and internal teams.

Ability to understand and address customer needs and concerns.

Ability to prioritize customer satisfaction and success.

Ability to adapt to changing customer needs and market conditions.

Ability to make informed decisions to enhance customer experience.

Education & Experience Bachelor's degree in business, marketing, or related field or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, certifications, or job training programs). At least three years' experience in a Customer Success or Account Management at a B2B SaaS company – preferably in the HR Tech or Legal Tech space. Experience supporting HR buyers or compliance/legal tech tools is a major plus Skilled at using tools like HubSpot, Salesforce, Slack, Zoom, Loom, Zoho Desk, LinkedIn Sales Navigator Proficiency with Microsoft Office software (Outlook, Microsoft Teams, Excel, Word, PowerPoint) and demonstrated ability to learn other applications as needed.

This position is eligible for the following benefits: Health Insurance: Medical, dental, and vision coverage Retirement Plan: 401(k) with company match Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.