Customer Success Manager Associate

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.

About The Opportunity

The Customer Success Associate (CSA) delivers scalable customer success engagements that support customer adoption, value realization, and successful business outcomes. This position operates on a rotating schedule that shifts every quarter, starting on the night shift.

What You'll Get To Do

Customer Engagement & Success

• Deliver proactive and reactive customer success engagements across digital, 1, and 1:1 engagement models.
• Respond to inbound customer success requests, providing timely, accurate, and value-focused guidance.
• Deliver webinars and presentations that improve product adoption and customer outcomes.
• Engage in 1:1 customer calls where appropriate to provide context, improve understanding, or resolve issues related to inbound cases.
• Support customer de-escalation and coordinate internal stakeholders to deliver successful customer outcomes.
  
  

Adoption & Value Realization

• Help customers maximize value from Dayforce by promoting product adoption and recommended best practices.
• Use customer context and insights from Salesforce, ChurnZero, and other internal systems to prepare for customer engagements.
• Identify customer risks, advocacy opportunities, and potential Value Added Services (VAS) opportunities, referring them to the appropriate teams.
  
  

Operational Excellence

• Manage assigned customer engagements and priorities to deliver high-quality outcomes.
• Maintain accurate customer information and engagement activity within Salesforce and ChurnZero, ensuring data integrity and visibility across systems.
• Use Salesforce and ChurnZero to track customer interactions, monitor engagement activity, and support prioritization of customer work.
• Embrace emerging technologies, including AI-enabled tools, to improve productivity, customer preparation, and communication quality.
• Contribute to process improvements, customer success programs, and operational initiatives that enhance the effectiveness of the Customer Success Hub.
  
  

Collaboration

• Partner with Customer Success, Sales, Services, Support, Managed Operations, and other internal teams to deliver successful customer outcomes.
• Share customer insights and feedback to improve customer experience and internal processes.
• Build positive relationships with customers while acting as a trusted representative of the Customer Success Hub.
• Contribute to team initiatives that support the continued evolution of the Customer Success function.
  
  

Skills And Experience We Value

• 2+ years in a customer-facing role, preferably within Customer Success, Customer Support, SaaS, HR Technology, or Payroll.
• Bachelor's degree or equivalent experience.
• Strong written, verbal, presentation, and customer communication skills.
• Familiarity with HCM/Payroll software and SaaS customer success practices.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Demonstrated AI proficiency, including the ability to use AI-enabled tools to enhance productivity, improve communication quality, and support customer engagement preparation.
  
  

What's In It For You

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

Artificial intelligence may be used in the screening, assessment, or selection of applicants for this position.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud

Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process