Sr. Director Client Success, SME

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Employer Provided Salary: 176,000-244,000 Annually

About Us:
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 Senior Director of Client Success, SME and take charge of driving measurable human capital management outcomes for DailyPay SME clients. You will lead a team responsible for growing the eligible, enrolled, and adopted employee base within each SME client by introducing and influencing employer financial wellness best practices and communication channels while managing high-level client escalations, and fostering strong client stakeholder relationships. 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 Sr. Director of Client Success, SME will be responsible for the development, improvement and execution of strategies (success plays) that maximize end-user enrollment and adoption while ensuring client retention with an industry-leading experience for our Small Medium Enterprise (SME) customers (with less than 2,000 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
$201,000 - $244,000 USD
Remote, Premium (California, Connecticut, Washington D.C., New Jersey, New York, Massachusetts, Washington)
$185,000 - $224,000 USD
Remote, Standard
$176,000 - $213,000 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.

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Agne Vilkaitis

Director of Customer Support

GROWING TOGETHER

Empowering employees to build career ladders

Agne Vilkaitis has worn a lot of hats in the four years she’s been at DailyPay. She attributes the chance to continuously take on new projects and responsibilities to her motivated, experienced and supportive co-workers. “My leaders challenged me to not settle for ‘good enough,’ but always look for ways to move the line,” she said. Vilkaitis also credits mentorship programs that connect employees with leaders to discuss future career ambitions as a source of growth. “We strive to promote from within and have seen numerous team members rise in rank.”

Once on the job, our agents are given continued education via residual and up-training sessions, team-lead coaching and one-on-ones with their supervisors.

Dar Miranda

Vice President, Customer Engagement, Enablement and Advocacy

INSPIRATIONAL LEADERSHIP

Crafting a culture of continuous learning and growth

Dar Miranda believes there’s a key component that helps her team show up for their customers every single day: culture. “I think of culture as something like a social contract,” she said. “Nothing else really has the power to do that — it makes us hold each other accountable.” As a product leader at DailyPay, Miranda also understands that continuous learning and growth must be embedded into that culture. “We provide a simple framework for setting goals, we pick important learning topics and we’re building a recorded curriculum. These are the types of things that help us improve every day.”

This culture of listening and learning across our company, and especially my team, has helped us define a clear product vision that the team can’t wait to deliver.

James Okoth

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UNLOCKING AUTHENTICITY

Finding your voice as a diverse team member

For James Okoth, following the “Golden Rule” has been an essential guide in his career. “I like to share life examples of how I have handled adversity in the past,” he said. “I’m also continuously growing as a listener and observer.” He attributes this mindset to his role in the DailyNoire ERG, which helped him find his authentic voice as an individual and a person of color in the workplace.

People are free to experiment and be themselves within a huge guard rail — I believe that creativity and people development thrive in such an environment.