OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.
Summary
The Manager of Customer Success will lead a team of portfolio Customer Success Managers (CSMs) who serve as trusted advisors to OSV’s customers across all service lines. This role is responsible for driving the customer success strategy, scaling best practices, and ensuring seamless, proactive engagement that drives retention, satisfaction, and measurable value from OSV’s services. Additionally, the Manager of Customer Success is accountable for driving renewal and expansion revenue, with direct responsibility for identifying growth opportunities and contributing to revenue forecasting across the customer base.
Responsibilities
- Ensure team members are managing the customer lifecycle from onboarding through renewal and growth for all OSV services: Payroll, Tax, Garnishments, Benefits, Finance and Accounting Services
- Create engagement frameworks that promote proactive value delivery, service adoption, and customer advocacy
- Partner with Service Delivery, Product, and Sales teams to ensure a cohesive and consistent customer experience
- Manage and develop a high-performing team of CSMs supporting customers of all sizes from SMB through enterprise
- Establish performance expectations and drive accountability through coaching, KPIs, and career development planning
- Foster a culture of customer-centricity, collaboration, and continuous improvement
- Monitor and manage customer health using tools such as Planhat, Salesforce, and NPS data
- Guide the team in identifying risk signals and implementing strategies to increase customer satisfaction and reduce churn
- Ensure customer feedback is captured and communicated internally for continuous service optimization
- Drive adoption of customer success processes and technologies to enhance operational efficiency and customer visibility
- Standardize customer journey touchpoints, e.g., onboarding, customer interactions by segment, Executive Business Reviews etc.
- Report on customer trends, retention metrics, and CSM effectiveness to executive stakeholders
- Act as a senior contact for escalated accounts and critical service discussions
- Participate in Executive Business Reviews for strategic customers and coordinate executive sponsor involvement, where applicable
- Support Voice of the Customer programs and drive customer advocacy initiatives
- Collaborate with the Renewals and Customer Base Sales team to ensure timely and successful renewals and expansion opprtunities
- Collaborate with CSMs to identify expansion opportunities, including cross-sell, upsell, and service adoption initiatives
- Track and report on revenue performance, including renewal rates, customer growth trends, and churn prevention metrics in your book of business
- Serve as a key partner in annual account planning and strategic revenue initiatives for the customer base
Competencies
- Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
- Customer Health Score improvements
- NPS and customer satisfaction
- Percentage of customers with active success plans and Executive Business Reviews
- Team engagement and KPI attainment
- Reduction in preventable churn and escalations
Qualifications
Education/Certification Requirements
Required
- 7+ years in customer success, account management, or managed services leadership, preferably in SaaS or BPaaS environments
- 5+ years of people management experience, leading CSMs or account-facing teams
- Deep understanding of Workday or comparable enterprise platforms and service delivery models
- Experience with customer success tools and platforms, Salesforce, and customer analytics
- Strong strategic thinking, communication, and cross-functional leadership skills
- Proven success managing renewals, revenue retention, and account expansion across a complex service portfolio
#LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
Skills Required
- 7+ years in customer success or account management
- 5+ years of people management experience
- Deep understanding of Workday or comparable enterprise platforms
- Experience with customer success tools and platforms, Salesforce
- Strong strategic thinking and communication skills
- Proven success managing renewals and revenue retention
OneSource Virtual Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about OneSource Virtual and has not been reviewed or approved by OneSource Virtual.
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Healthcare Strength — Healthcare coverage is presented as comprehensive, including medical, dental, vision, life/disability, and mental-health support, with both copay and HDHP/HSA-style options. Domestic-partner eligibility and standard support services like an EAP are also described as available.
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Leave & Time Off Breadth — Time-off and flexibility are portrayed as comparatively strong, with PTO/“unlimited” or flexible time-off framing and paid volunteer time referenced. Remote work is repeatedly positioned as a valued part of the overall rewards experience tied to work–life balance.
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Wellbeing & Lifestyle Benefits — Financial-wellbeing and lifestyle add-ons are highlighted through earned-wage access and wallet-style tools (e.g., myFlexPay/myFlexWallet) alongside mentions of items like a fitness stipend and company-sponsored events. These extras are framed as modern perks that can improve day-to-day benefits usefulness beyond core insurance.
OneSource Virtual Insights
What We Do
OneSource Virtual (OSV) is the Workday partner that has helped more than 1,300 companies with everything from deployment to maintenance to payroll and more—all to make the day more doable. Founded in 2008, OSV pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday, delivering services with unparalleled choices, unwavering commitment, and uncompromising care.
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