- 3+ years of experience in Customer Success, Account Management, Escalation Management, or similar B2B roles
- Experience working within a SaaS / Cloud-based product environment
- Strong stakeholder management skills across technical and business audiences
- Excellent verbal and written communication skills with ability to engage senior leadership
- Proven ability to manage high-pressure situations and critical customer issues
- Hands-on experience with CRM and customer success tools such as Salesforce, Gainsight or similar platforms
- Strong problem-solving, analytical, and decision-making capabilities
- Ability to manage multiple priorities simultaneously and operate in a structured manner
- Experience in driving governance cadence and structured issue resolution frameworks
Preferred Skills
- Ability to work in US (EST) business hours
- Prior experience in HR, Payroll, or HCM domain
- Exposure to AI tools, automation, and digital technologies
- Experience working in global delivery or offshore models
- Strong presentation skills for executive-level reporting
- Experience handling enterprise customers and large accounts
- Certifications in Customer Success, ITIL, Agile or Program Management (preferred but not mandatory)
Core Competencies
- Customer-centric mindset with focus on experience and retention
- High emotional intelligence and ability to de-escalate tense situations
- Strong ownership and accountability
- Team-oriented and cross-functional working style
- Structured thinking and problem-solving approach
- Attention to detail and strong organisational skills
- Ability to influence without authority