Customer Success Manager II
AbsenceSoft · United States
- Hybrid
- Full-time
- $94,846 / year
- United States
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Job highlights
- Manage customer portfolio as advocate.
- Drive platform adoption and engagement.
- Identify and mitigate retention risks.
- Partner for expanded usage and value.
- Collaborate for seamless customer solutions.
About the role
About AbsenceSoft
At AbsenceSoft, we’re transforming the employee experience. Our secure, intuitive technology helps employers bring humanity, certainty, and efficiency to some of the most complex moments in the workplace. Built by HR professionals for HR professionals, we’re proud of where we’ve been and even more excited about where we’re going.We’re seeking an experienced and strategic Customer Success Manager II to join our team. In this role, you’ll partner closely with our customers to ensure they realize the full value of our leave management SaaS platform. You’ll build trusted relationships, drive adoption, promote retention, and help customers achieve measurable outcomes. This is a great opportunity for someone who thrives on collaboration, problem-solving, and making a meaningful impact for both clients and colleagues.
What You'll Do
- Manage a portfolio of customers, serving as their primary advocate and trusted advisor.
- Drive platform adoption and engagement through onboarding, training, and success planning.
- Identify risks to retention and develop proactive strategies to mitigate them.
- Partner with customers to uncover opportunities for expanded usage and value realization.
- Collaborate cross-functionally with Sales, Product, and Support to deliver seamless solutions.
- Escalate and manage resolution of complex customer issues.
- Track customer health metrics, retention trends, and account activities in CRM/CS tools.
- Provide customer insights to inform product development and process improvements.
- Support company security and compliance standards within your role.
- Assist in maintaining applicable organizational security and compliance controls within your department, role, and subordinate’s roles.
- Other duties as assigned.
What You'll Bring
- Bachelor’s degree in Business or related field, or equivalent experience.
- 3–5 years of experience in customer success, account management, or a related client-facing role in SaaS.
- Strong understanding of customer lifecycle management and SaaS success drivers.
- Proven ability to manage multiple accounts with varying levels of complexity.
- Excellent communication, relationship-building, and problem-solving skills.
- Proficiency with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).
- Experience in HR technology, leave management, or compliance-focused SaaS.
- Knowledge of FMLA, ADA, or related HR compliance requirements.
- Demonstrated success driving retention, upsell, or expansion.
Why join us
At AbsenceSoft, We LEAD With Our Values- Lead with Innovation - We create meaningful change through intelligence, focus and passion. We embrace curiosity, data, and insight to shape the future of our industry. Always innovating, learning and evolving.
- Elevate Every Voice - Every perspective matters. We listen, learn, and build a culture where diversity of thought and experience drives better solutions and smarter decisions.
- Achieve Together - The customer fuels everything we do. We share knowledge, collaborate, celebrate wins, and face challenges as one team because success is always a collective achievement.
- Drive Outcome - Every action we take delivers measurable value to our teams, our customers, and the employees they support. Accountability is non-negotiable. We honor our commitments, take responsibility for results, and see every success and setback as a chance to grow stronger.
We Offer
- Impact that matters. You’ll do work that shapes the future of the modern workplace
- Flexibility and trust. We’re remote-first and results driven. You’ll have the freedom and flexibility to do your best work, wherever you do it best.
- Growth and development. We believe the best work happens when people are growing. You’ll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact.
- Competitive rewards. We offer comprehensive benefits, a performance-based bonus program, and equity opportunities – because when we grow, you should too.
- Time for life. Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life.
- Belonging and balance. We’re building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.
We’re committed to building a team as diverse as the customers we serve. If your experience doesn’t align perfectly with every qualification, we still encourage you to apply you might be exactly what we’re looking for. If this sounds like a fit, apply today, we’d love to meet you!
Final compensation is determined based on a candidate's relevant experience, skills, education, and geographic location. This position is also eligible for annual bonus.
The Pay Range For This Role Is
75,877 - 94,846 USD per year(US National)
Key skills/competency
- Customer Success Management
- SaaS Platform Adoption
- Client Relationship Building
- Retention Strategies
- Account Management
- HR Technology
- Leave Management
- Compliance SaaS
- Customer Health Metrics
- Cross-functional Collaboration
Skills & topics
- Customer Success Manager
- SaaS
- Account Management
- Client Relations
- Retention
- HR Technology
- Leave Management
- FMLA
- ADA
- Salesforce
- HubSpot
- Gainsight
- Customer Onboarding
- Customer Training
- Success Planning
How to get hired
- Tailor your resume: Highlight SaaS customer success and account management experience, emphasizing retention and expansion achievements.
- Showcase HR tech knowledge: Detail experience with leave management, FMLA, or ADA compliance in your application.
- Demonstrate CRM proficiency: List specific CRM and customer success tools (Salesforce, Gainsight) you've used effectively.
- Emphasize collaborative skills: Prepare examples of cross-functional work with Sales, Product, and Support teams.
- Research AbsenceSoft's values: Align your application and interview responses with their LEAD principles.
Technical preparation
Master CRM and CS platform usage.,Understand SaaS lifecycle and drivers.,Learn leave management specific tech.,Practice demoing SaaS solutions.
Behavioral questions
How do you build trust with clients?,Describe a time you mitigated churn risk.,How do you collaborate with other teams?,Share an example of driving customer value.
Frequently asked questions
- What are the typical career growth opportunities for a Customer Success Manager II at AbsenceSoft?
- As a Customer Success Manager II at AbsenceSoft, career growth often involves progressing to Senior Customer Success Manager roles, managing larger or more strategic accounts, or moving into leadership positions like a Customer Success Team Lead or Manager. Opportunities may also exist to specialize in specific industries or product areas, or to transition into related fields such as Account Management or Sales Enablement within the company.
- How does AbsenceSoft support professional development for its Customer Success Managers?
- AbsenceSoft offers a variety of resources for professional development, including access to learning resources, leadership programs, and opportunities to take on new challenges. They encourage continuous learning and growth, aligning with their 'Lead with Innovation' and 'Achieve Together' values. This includes support for expanding your impact within the company.
- What is the remote work policy for Customer Success Managers at AbsenceSoft?
- AbsenceSoft operates on a remote-first model, providing flexibility and trust to their employees. This means the Customer Success Manager II role is likely fully remote, allowing you to do your best work from your preferred location.
- How does AbsenceSoft ensure customer success with their leave management platform?
- AbsenceSoft ensures customer success by assigning a dedicated Customer Success Manager who acts as a primary advocate and trusted advisor. They drive platform adoption through onboarding and training, develop proactive retention strategies, and partner with clients to maximize value. Collaboration with internal teams also ensures seamless solutions for customers.
- What kind of impact can a Customer Success Manager II expect to make at AbsenceSoft?
- A Customer Success Manager II at AbsenceSoft can expect to make a significant impact by shaping the future of the modern workplace through their work. By helping clients effectively use the leave management SaaS platform, you contribute to a more humane, certain, and efficient employee experience for their organizations.
- What is the expected level of technical proficiency for this Customer Success Manager II role?
- While not a purely technical role, proficiency with CRM and customer success platforms like Salesforce, HubSpot, or Gainsight is essential. A strong understanding of SaaS success drivers and the ability to navigate and explain a SaaS platform are also expected. Experience with HR technology is also a key technical consideration.
- How are customer health and retention monitored at AbsenceSoft?
- Customer health and retention trends are actively tracked using CRM and customer success tools. The Customer Success Manager II is responsible for monitoring these metrics and developing proactive strategies to identify risks and ensure customer satisfaction and long-term engagement with the platform.
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