DailyPay, Inc. is transforming the way people get paid. As the industry’s leading on-demand pay solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job, while supporting their financial well-being outside of the workplace.
DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center.
The Role:
Join our team as the Director of Client Success, xSME Scale team and take charge of driving measurable human capital management outcomes for DailyPay xSME clients. You will lead a team responsible for growing the eligible, enrolled, and adopted employee base within each xSME client by introducing and influencing employer financial wellness best practices and communication channels while managing client escalations, and partnering with Marketing to ensure a strong xSME CS GTM motion. As a key member of our leadership team, you will advocate for both your team and our clients, contributing to product and marketing roadmap improvements and ensuring Annual Operating Plan targets are met.
Reporting to the Chief Customer Officer, the Director of Client Success, xSME Scale team will be responsible for the development, improvement and execution of strategies (success plays and communications) that maximize end-user enrollment and adoption while ensuring client retention with an industry-leading experience for our Extra Small Medium Enterprise (xSME) customers (with less than 1,000 employees).
If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.
How You Will Make an Impact:
- Organization / Personnel
• Build, motivate, and lead a high-performance in-office and remote Client Success Team
• Support career development through measurable OKRs and performance feedback
• Provide recognition for individual, team, and cross-functional achievements - Go-To-Market
• Facilitate executive decision-making to support a ~600 client book of business
• Partner with sales and leadership to close pipeline deals and set expectations
• Collaborate with Marketing to grow the end-user population throughout the customer lifecycle
• Work with CS Enablement to drive revenue through cross-sell and up-sell opportunities
• Support the creation of Success Plays and other assets for GTM initiatives
• Minimize client operational losses in collaboration with Payments, Trust and Safety, and other teams
• Manage customer escalations and ensure prompt resolutions
• Deliver impactful QBRs with senior customer management
• Stay ahead of market risks and competitive differentiators, providing actionable churn risk insights - Governance / KPIs
• Manage individual and team CS KPIs (Net Enrolled Retention, Churn, and CSM scorecard)
• Focus on quarterly and annual KPI goals related to Enrollment, Adoption, Permissions, and NPS/CSAT
• Lead pipeline management for upsell and cross-sell opportunities using Catalyst
• Maintain Catalyst account health fields to predict churn indicators
What You Bring to The Team:
- BA/BS degree in Business Administration, Sales, or a relevant field (or equivalent experience)
- Leadership Experience: Proven experience leading GTM teams through the client lifecycle , preferably in a SaaS environment
- Strategic Mindset: Ability to drive product roadmap improvements and develop retention strategies for at risk clients
- Performance Management: Experience in managing KPIs to drive team success and achieve strategic outcomes
- Problem-Solving Skills: Exceptional problem-solving abilities and the capacity to thrive in a fast-paced, dynamic environment
- Collaboration and Innovation: Commitment to fostering a culture of collaboration, innovation, and continuous improvement
- Enterprise Customer Success Expertise: Deep understanding of Enterprise CS models driving Business Results and CLV, with a minimum of 5+ years in Customer Success
- Team Management: Experience managing a team of CSMs and developing, scaling, and managing a high-performing CS team
- Industry Knowledge: 10+ years in SaaS, specifically in Payroll/TMS/HCM/Benefits/Technology, with some time in business development or sales
- Effective Communication: Strong communication and collaboration skills, with the ability to represent the team in high-stakes client meetings and advocate for both team and client needs
What We Offer:
- Exceptional health, vision, and dental care
- Opportunity for equity ownership
- Life and AD&D, short- and long-term disability
- Employee Assistance Program
- Employee Resource Groups
- Fun company outings and events
- Unlimited PTO
- 401K with company match
Pay Transparency. DailyPay takes a market-based approach to compensation, which may vary depending on your location. United States locations are categorized into three tiers based on a cost of labor index for that geographic area. The salary ranges are listed by geographic tier. Additionally, this role may be eligible for variable incentive compensation and stock options. Where a candidate fits within the compensation range for a role is based on their demonstrated experience, qualifications, skills, and internal equity.
New York City
$170,000—$227,000 USD
Remote, Premium (California, Connecticut, Washington D.C., New Jersey, New York, Massachusetts, Washington)
$156,000—$208,000 USD
Remote, Standard
$148,000—$198,000 USD
DailyPay is committed to fostering an inclusive, equitable culture of belonging, grounded in empathy and respect, which values openness to opinions, awareness of lived experiences, fair treatment and access for all. We strive to build and develop diverse teams to create an organization where innovation thrives, where the full potential of each person is engaged, and their views, beliefs and values are integrated into our ways of working.
We encourage people of all backgrounds to join us on our mission. If you require reasonable accommodation for any aspect of the recruitment process, please send a request to [email protected]. All requests for accommodation will be addressed as confidentially as practicable.
DailyPay is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.
What We Do
DailyPay, Inc. is transforming the way people get paid. As the industry’s leading on-demand pay solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job, while supporting their financial well-being outside of the workplace. DailyPay is headquartered in New York City, with operations throughout the United States and in Belfast.
Why Work With Us
We firmly believe that we are only as good as our people. Because of this, we hire great talent, offer a diverse and inclusive values-based culture, fun activities, and strong benefits. You will be challenged with dynamic tasks that will catalyze your professional development and career growth.
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