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 Dayforce Customer Success (CS) Programs Manager Senior will help shape and drive critical global programs and monetization strategies, including our Dayforce Lifecycle Services (DLS) offering. This individual will lead internal programs with significant business impact. In addition, these programs will impact our customers ultimately supporting their Dayforce experience.
Reporting to the Director, CS Global Programs, the CS Programs Manager Senior will work closely with other team members in the CS Programs team, which includes CS Enablement, Communications, and other Program Managers. This person will also work closely with CS Leadership, CS teams globally, and cross-functional partners, as required.
What You'll Get To Do
The responsibilities for the CS Programs Manager Senior will vary based on business needs and priorities. Key areas of focus and sample activities are listed below:
- Support the implementation of programs that align with business objectives and contribute to a high customer retention rate and strong customer satisfaction such as customer health, churn mitigation and adoption.
- Support initiatives that drive the monetization of Customer Success offerings, partnering with CS Leadership and cross-functional teams.
- Lead project management activities, including (but not limited to): the development and maintenance of project workplans and dashboards, coordinating working sessions, and developing initiative materials.
- Develop internal documentation to support execution of the offering (e.g., playbooks).
- Develop internal and customer-facing collateral reflecting monetized offers.
- Manage the execution of our Dayforce Lifecycle Services (DLS) offering ensuring follow-through of Customer Success entitlements. This includes:
- Monitoring DLS reports and dashboards to identify and secure resourcing, including Lifecycle Manager, CSM, Executive Sponsor, and/or TAM assignments.
- Ensuring customers are billed appropriately for additional CS services acquired (e.g., TAMs).
- Coordinating with Lifecycle Managers to monitor consumption of program elements.
- Supporting the maintenance of CS playbooks, templates, and other relevant customer-facing assets, ensuring consistent and effective engagement practices.
- Helping to execute program change management plans, including the development of communications and/or enablement for CS staff so that they understand the offering and support upselling discussions.
- Contribute to the planning and execution of Voice of Customer (VOC) programs, obtaining feedback on the DLS offering to inform service development. This can include surveys, roundtables, user groups, customer advisory boards or similar initiatives.
- Auditing and updating both internal and customer-facing service collateral, as needed.
Skills And Experience We Value
- Minimum of 8 years of experience in a customer-facing function.
- Customer Success and/or Customer Support experience is a strong advantage, especially in post‑sale service delivery, adoption, and churn mitigation.
- Experience in project or program management including both planning and execution.
- Experience in service and offering development.
- Experience in enterprise SaaS environments is a plus; HCM/HR technology domain experience strongly preferred but not required (e.g., HRIS, Payroll, WFM, Benefits).
- Ability to manage concurrent initiatives, prioritize, and follow through on tasks and projects.
- Strong relationship management skills and the ability to effectively work cross-functionally.
- Excellent written and verbal communication skills with the ability to develop polished customer-facing collateral.
- Proficiency in MS Office, Salesforce CRM, project management software (e.g., Smartsheets). Experience with ChurnZero is a plus.
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.
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
