Senior Client Success Specialist - WFH

PrismHR is the leading payroll, benefits, and HR software for Human Resource Outsourcing (HRO) organizations, including Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs). Powering more than 80,000+ companies, 2.5 million worksite employees, and $85 billion in payroll processed annually, PrismHR is the most efficient, reliable, and scalable software solution to help PEOs and ASOs grow and prosper. The PrismHR platform is a complete, integrated HR solution supporting the full "hire-to-retire” lifecycle of HR services.

And PrismHR provides a wide range of additional resources that go beyond just technology and support:
PrismHR SEEDS sales and marketing program, the annual PrismHR LIVE Conference, and numerous learning opportunities throughout the year are all designed specifically to help PrismHR customers grow their business.

Results-driven Client Success professional responsible for managing a portfolio of clients and driving satisfaction, retention, and product adoption. Oversees the full client lifecycle, from post-implementation onboarding through offboarding, ensuring a seamless and value-driven experience. Partners cross-functionally to deliver solutions, resolve complex issues, and enhance internal processes, while serving as a key escalation point. Monitors client health through data and KPIs, proactively addressing risks and conducting business reviews to demonstrate value.

Amplifies the voice of the client through feedback and insights, and collaborates with Sales to identify expansion and upsell opportunities.

• Manage a portfolio of clients, executing strategies that enhance the client experience and drive overall satisfaction, measured by retention rates, NPS, and product adoption.
• Oversee the entire lifecycle of client from post implementation to offboarding, ensuring a seamless transition and continued satisfaction throughout their engagement with Vensure HCM.
• Illustrate business value by defining clear metrics and proof points for all customer engagements through regular Business Reviews.
• Onboard new accounts and users, providing frameworks for success, clearly articulating the value of Vensure, and driving adoption throughout the client’s lifecycle.
• Orchestrate client success by collaborating with internal teams to deliver value, resolve complex issues, and enhance internal processes.
• Serve as an escalation point for clients, addressing concerns and ensuring timely resolution of issues to maintain high satisfaction levels.
• Monitor client health through key performance indicators, creating specific action plans for clients at risk, including regular check-ins and project management of escalated issues.
• Represent the voice of the client by capturing feedback, sharing client stories, and reporting trends across the organization.
• Partner with the Sales organization to identify upselling opportunities and facilitate client expansion.
• Some domestic travel may be required occasionally to attend team onsite meetings, customer events, industry conferences, and training sessions. This may include air travel, ground transportation (including cars, taxis, or rideshare services), and in some cases potential public transportation.
• Regular, on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands‑on involvement in activities.

• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Contribute to…