Customer Success Manager Prin
Dayforce
18 hours ago
Full-time
On-site
Australia
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 BetterTM- Reflects our commitment to employees, customers, partners and communities globally.
About the opportunity
The Principal Customer Success Manager (Prin CSM) serves as a strategic advisor and trusted partner to key customers, driving measurable business outcomes through transformational adoption of Dayforce solutions. With deep domain expertise and executive presence, the Prin CSM leads value realization across complex organizations, fosters long-term partnerships, and influences both customer and internal strategies to ensure sustained success, retention, and growth.
What you'll get to do
Value Realization & Adoption
Define and drive enterprise-level success frameworks, KPIs, and measurable business outcomes aligned with customer objectives and industry benchmarks.
Lead executive business reviews and strategic value assessments that connect Dayforce capabilities to tangible ROI and organizational impact.
Translate adoption data, analytics, and customer insights into strategic recommendations to influence C-suite priorities and digital transformation initiatives.
Serve as a trusted business advisor and thought leader, guiding customers through organizational change management and long-term workforce transformation.
Retention, Growth & Advocacy
Own the overall health, satisfaction, and renewal strategy of a portfolio of high-value, complex customers.
Partner with Sales, Services, and Product teams to co-develop multi-year growth strategies, ensuring alignment to customer roadmaps and Dayforce innovation.
Identify and influence expansion opportunities through solution optimization, cross-sell, and upsell initiatives backed by proven value delivery.
Drive executive advocacy and brand amplification through case studies, speaking engagements, advisory boards, and industry recognition.
Leadership and Cross-Functional Influence
Act as a senior escalation and strategy point for critical accounts, guiding internal teams to resolution through influence and collaboration rather than authority.
Mentor and coach other CSMs, contributing to best practice frameworks, playbooks, and success methodologies across the global CSM organization.
Collaborate with Product, Marketing, and Customer Experience teams to represent the “voice of the customer” at the enterprise level.
Lead governance councils, value workshops, and innovation roundtables to ensure alignment between customer strategy and product evolution.
Relationship Management
Build and sustain executive-level relationships across all customer tiers—from operational leads to board-level sponsors.
Serve as a conduit between customers and internal teams, ensuring seamless alignment and proactive management of strategic objectives.
Facilitate community engagement, thought leadership sessions, and networking opportunities to strengthen the broader customer ecosystem.
Leadership and Mentorship
Serve as a subject matter expert and mentor to CSMs, contributing to team enablement and development.
Partner with leadership to refine customer success playbooks, best practices, and success metrics.
Lead internal initiatives to improve customer lifecycle processes, account health scoring, and success analytics.
Skills and experience we value
10+ years in customer success, strategic account management, or enterprise relationship management, preferably within SaaS, HCM, or Payroll technology.
Proven success leading multi-million-dollar, global customer portfolios with measurable business outcomes.
Deep understanding of enterprise SaaS lifecycle management, adoption metrics, and success frameworks.
Strong commercial acumen with experience influencing renewals, expansions, and long-term customer partnerships.
Exceptional communication, negotiation, and executive presentation skills, with the ability to influence both internally and externally.
Bachelor’s degree required; advanced degree or executive certifications preferred (MBA, CSM, PMP, etc.).
Strategic, data-driven, and commercially astute.
Confident and authentic executive communicator.
Skilled in navigating ambiguity and driving clarity through influence.
Passionate about customer value, innovation, and business transformation.
Natural leader, mentor, and cross-functional collaborator.
At Dayforce, we are committed to fostering a diverse and inclusive workplace that reflects the communities we serve. We encourage applications from Aboriginal and Torres Strait Islander peoples, as well as individuals of all ages, genders, sexual orientations, cultural backgrounds, abilities, and experiences. If you require support or accessibility accommodations during the recruitment process, please let us know, and we will ensure your needs are met.
All data collected from this question will only be accessible by the DE&I team. No one from recruitment can view this data
Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process
About the opportunity
The Principal Customer Success Manager (Prin CSM) serves as a strategic advisor and trusted partner to key customers, driving measurable business outcomes through transformational adoption of Dayforce solutions. With deep domain expertise and executive presence, the Prin CSM leads value realization across complex organizations, fosters long-term partnerships, and influences both customer and internal strategies to ensure sustained success, retention, and growth.
What you'll get to do
Value Realization & Adoption
Define and drive enterprise-level success frameworks, KPIs, and measurable business outcomes aligned with customer objectives and industry benchmarks.
Lead executive business reviews and strategic value assessments that connect Dayforce capabilities to tangible ROI and organizational impact.
Translate adoption data, analytics, and customer insights into strategic recommendations to influence C-suite priorities and digital transformation initiatives.
Serve as a trusted business advisor and thought leader, guiding customers through organizational change management and long-term workforce transformation.
Retention, Growth & Advocacy
Own the overall health, satisfaction, and renewal strategy of a portfolio of high-value, complex customers.
Partner with Sales, Services, and Product teams to co-develop multi-year growth strategies, ensuring alignment to customer roadmaps and Dayforce innovation.
Identify and influence expansion opportunities through solution optimization, cross-sell, and upsell initiatives backed by proven value delivery.
Drive executive advocacy and brand amplification through case studies, speaking engagements, advisory boards, and industry recognition.
Leadership and Cross-Functional Influence
Act as a senior escalation and strategy point for critical accounts, guiding internal teams to resolution through influence and collaboration rather than authority.
Mentor and coach other CSMs, contributing to best practice frameworks, playbooks, and success methodologies across the global CSM organization.
Collaborate with Product, Marketing, and Customer Experience teams to represent the “voice of the customer” at the enterprise level.
Lead governance councils, value workshops, and innovation roundtables to ensure alignment between customer strategy and product evolution.
Relationship Management
Build and sustain executive-level relationships across all customer tiers—from operational leads to board-level sponsors.
Serve as a conduit between customers and internal teams, ensuring seamless alignment and proactive management of strategic objectives.
Facilitate community engagement, thought leadership sessions, and networking opportunities to strengthen the broader customer ecosystem.
Leadership and Mentorship
Serve as a subject matter expert and mentor to CSMs, contributing to team enablement and development.
Partner with leadership to refine customer success playbooks, best practices, and success metrics.
Lead internal initiatives to improve customer lifecycle processes, account health scoring, and success analytics.
Skills and experience we value
10+ years in customer success, strategic account management, or enterprise relationship management, preferably within SaaS, HCM, or Payroll technology.
Proven success leading multi-million-dollar, global customer portfolios with measurable business outcomes.
Deep understanding of enterprise SaaS lifecycle management, adoption metrics, and success frameworks.
Strong commercial acumen with experience influencing renewals, expansions, and long-term customer partnerships.
Exceptional communication, negotiation, and executive presentation skills, with the ability to influence both internally and externally.
Bachelor’s degree required; advanced degree or executive certifications preferred (MBA, CSM, PMP, etc.).
Strategic, data-driven, and commercially astute.
Confident and authentic executive communicator.
Skilled in navigating ambiguity and driving clarity through influence.
Passionate about customer value, innovation, and business transformation.
Natural leader, mentor, and cross-functional collaborator.
At Dayforce, we are committed to fostering a diverse and inclusive workplace that reflects the communities we serve. We encourage applications from Aboriginal and Torres Strait Islander peoples, as well as individuals of all ages, genders, sexual orientations, cultural backgrounds, abilities, and experiences. If you require support or accessibility accommodations during the recruitment process, please let us know, and we will ensure your needs are met.
All data collected from this question will only be accessible by the DE&I team. No one from recruitment can view this data
Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process