Customer Success Manager II, Payroll
•Toast· 11h
FinanceFull-time$82k-82kAmericas
11h ago
Highlightta·2 months ago
HighlightTA is the on-demand talent team for Q4
At Q4, we make an impact together, obsess over our customer, operate with integrity, and bring big ideas to life.
Q4 is charting a bold new path for investor relations as the first AI-driven IR Ops Platform, providing everything an IR team needs to succeed on a single, powerful platform. The Q4 Platform enables public companies to attract, manage, and understand investors—all in one place. Over 2,600 customers, including many of the most respected brands in the world, trust Q4 to help drive premium valuations for their companies. Only Q4 offers a tech stack holistically designed to equip IR teams with data, insights, and smart workflows that power remarkable outcomes.
Learn more at q4inc.com.
We hire smart, curious, and talented people to push boundaries, reimagine what’s possible, and turn challenges into opportunities – all while keeping the needs of our clients at the heart of everything we do.
Come grow with us!
Q4 is looking for a strategic and experienced Director of Client Success to lead our Client Success Manager team, with a strong emphasis on our Investor Relations (IR) tool suite. In this role, you will be responsible for driving client retention and adoption of new products by fostering a world-class client experience and leading a high-performing team. The ideal candidate has an understanding of the Investor Relations landscape, a proven track record in SaaS Client Success leadership, and a passion for developing talent and scaling operations. You will be a key leader in defining and executing our client engagement strategy to ensure our clients achieve maximum value from the Q4 platform.
Leadership
Lead, grow and evolve a highly motivated and successful team of Client Success Managers with a heavy focus on Investor Relations tools and management.
Foster a culture of trust, collaboration, growth and iteration
Collaborate with leaders to define people strategy including talent acquisition, training & development, goal setting, coaching & feedback and performance management
Lead team meetings and communicate expectations, process changes, strategy, requirements and business updates
Monitor and measure performance; provide feedback and lead quarterly performance evaluations
Oversee and manage hiring, onboarding and training. Decision making ability around hire/retention
Lead and/or partner with CS team or cross-functional teams (Account Management, Support, Events, Sales, Activations, Product, Marketing) to build and facilitate training, best practices, and processes to elevate team skills, knowledge and overall success
Client Success Management
Own the achievement of key performance indicators (KPIs) for the team, specifically relating to client retention/churn reduction, product adoption rates, and measurable value realization.
Develop, lead and delegate key initiatives, process/workflow, or programs that align with strategic business priorities. Monitor and report on progress and results. This includes a strategic upgrade project that touches most client programs.
Collaborate on and drive Client Success programs and playbooks during all stages of the client lifecycle focusing on retention, expansion, and optimization of process and product adoption.
Establish and enforce rigorous data quality standards for all client success metrics, reporting, and client health scoring within the CRM/CS platform to ensure data integrity.
Leverage client data and platform usage analytics to identify at-risk clients, uncover opportunities, and drive proactive, data-informed outreach strategies.
Provide accurate, timely, and insightful forecasting and reporting on Client Success performance to the executive leadership team.
Monitor client health and advocate for the client in all interactions
Monitor and report on key Client Success indicators: retention, CSAT, NPS, Client Health.
Play a lead role in resolving client escalations. Collaborate with internal teams and resolve client issues effectively and with urgency
Acquire and maintain a strong working knowledge of the Investor Relations industry and keep apprised of its regulations, trends and best practices
Acquire and maintain a strong working knowledge of Client Success models, programs, trends and best practices to continually develop CSMs and optimize client journey & success
Become a knowledge expert on all Q4 products and services; supporting the expansion strategy
Non-business hour monitoring of critical client and employee activities and providing CSM support during events such as quarterly earnings
May also perform some of the responsibilities found at the Senior Director level
Minimum of 5 years of progressive experience in a Client Success, Account Management, or Consulting role within a B2B SaaS or technology environment.
A minimum of 2 years of direct people management experience, specifically leading and mentoring a team of Client Success Managers (CSMs), Account Managers, or other client-facing professionals.
Demonstrated history of being Outcome/Project Driven, with a strong portfolio showcasing successful management of complex client projects from initiation to completion, ensuring alignment with defined client business outcomes.
Proven expertise in client escalation management, including the ability to take ownership of high-priority and sensitive client issues, develop strategic recovery plans, and effectively communicate with executive-level stakeholders to resolve conflicts and restore client trust.
Inspiring, motivational leader who rallies teams around a shared mission, builds a positive high-performance culture, and elevates each team member through coaching and empowerment.
Strong analytical skills with experience defining, tracking, and reporting on key Client Success metrics (e.g., Net Revenue Retention, Churn Rate, CSAT/NPS, Time-to-Value).
Excellent communication, presentation, and negotiation skills across all levels of an organization, both internally and externally.
We offer a variety of benefits to ensure you can always work hard and have fun:
Peace of Mind & Family – Flexible benefit plans, wellness, lifestyle and parental leave top-up if you have a growing family
Wellness & Life – Flexible paid time off and benefit program, retirement plans, 30-day work-from-anywhere program, and a flexible work environment
Unlock Your Potential – Learning allowance, mentorship, leadership forums, and gig programs
We believe in the power of collective greatness.
At Q4, we embrace diverse perspectives and experiences as the driving force behind innovation and problem-solving. We envision Q4 to reflect the global community we serve, empowering representation and opportunity at all levels. Think you have what it takes, but not sure you check every box? Apply to the role anyway—we’d love to talk.
Should you require any accommodations prior to or during the interview process, please let our Recruitment team know.
We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.
This posting is for a current, open position within Q4.
This opportunity is offered through HighlightTA, the on-demand talent team supporting Q4’s growth.
Connect with us and learn more!
HighlightTA on LinkedIn