Mosaic Consulting Group
Posted 5 days agoVerified live 2d ago
Customer Success Manager (Remote)
Brief overview
Remote
UndergradOr in progress
1+ yrsMinimum
Customer SuccessAccount ManagementClient-Facing SupportHCM, Payroll, or Workforce Management SoftwareHigh-Volume Portfolio ManagementSalesforceScaled Customer Success Model
About the company
Mosaic Consulting Groupmosaic-cg.com
Mosaic Consulting Group is an IT company that provides project management services.
Job description
Summary
Mosaic Consulting Group is seeking a Customer Success Manager to support a high-volume Tier 3 customer portfolio. The role manages playbook-driven touchpoints, maintains self-service resources and Salesforce records, monitors customer outcomes and tier-up signals, and supports reference and case-study initiatives.
Responsibilities
- Share ownership of the full Tier 3 book across all verticals with the other Junior CSM — split by geography or vertical grouping (final split TBD) rather than vertical-aligned like Tier 1 and Tier 2
- Run playbook-driven, semi-annual touchpoints and maintain self-service resources (knowledge base, standard reporting) rather than bespoke, high-touch cadence
- Capture CSAT, annual NPS, and referenceability status for every assigned Tier 3 account
- Monitor your portion of the book for tier-up signals — spend growth, expansion, deepening executive relationships — and escalate to the Senior Director for reassignment to the right vertical Senior CSM
- Maintain key-contact records in Salesforce for your assigned Tier 3 accounts
- Flag Tier 3 accounts with a strong outcome story to support the reference and case-study pipeline
Skills
- Bachelor's degree or equivalent experience
- 1–3 years in customer success, account management, or a client-facing support role
- Comfortable managing a high-volume portfolio through process and self-service tools rather than one-to-one relationship depth alone
- Organized and detail-oriented, comfortable working in Salesforce or a comparable CRM
- Ideally touching HCM, Payroll, or Workforce Management software or services
- Direct, hands-on exposure to the UKG platform is a plus
- Experience with a scaled, pooled, or “tech-touch” customer success model
Qualifications
Must Haves
- Bachelor's degree or equivalent experience
- 1–3 years in customer success, account management, or a client-facing support role
- Comfortable managing a high-volume portfolio through process and self-service tools rather than one-to-one relationship depth alone
- Organized and detail-oriented, comfortable working in Salesforce or a comparable CRM
Nice to Haves
- ideally touching HCM, Payroll, or Workforce Management software or services
- Direct, hands-on exposure to the UKG platform is a plus
- Experience with a scaled, pooled, or “tech-touch” customer success model
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