Customer Success Manager II

Summary

AbsenceSoft is transforming the employee experience through secure, intuitive technology for complex workplace moments. The Customer Success Manager II will manage customer relationships for the company’s leave management SaaS platform, driving adoption, retention, value realization, and issue resolution while collaborating with internal teams.

Responsibilities

• 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

Skills

• 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

Qualifications

Must Haves

• 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

Benefits

• Remote-first work with freedom and flexibility to work wherever you do your best work.
• Access to learning resources and leadership programs.
• Opportunities to take on new challenges and expand your impact.
• A performance-based bonus program.
• Equity opportunities.
• Flexible time off.
• Paid holidays.
• Flexible leave programs.