Paychex

Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential.

Overview

The ideal candidate will be accustomed to an agile work environment and will strive to optimize the customer experience across the entire journey to increase brand loyalty. This role supports the development and implementation of initiatives that positively impact key metrics including adoption, retention, and loyalty—centered around customer needs, accelerating their success, and reinforcing the value our solutions provide. The Senior Customer Engagement Strategist is responsible for designing and executing digital programs and automated campaigns around "moments that matter" in the customer journey, with a focus on product adoption, retention, and risk mitigation. This role requires a strategic lifecycle mindset, strong campaign execution skills, and the ability to collaborate cross-functionally to maximize each customer's lifetime value. This individual plays a critical role in supporting customers through key business transitions. These digital journeys are anticipatory and validating, requiring strategic interventions that extend beyond marketing—into customer experience, success, and risk mitigation. This is a strategic role requiring deep insight into customer behavior, business context, and success metrics that validate customer outcomes. The ideal candidate will be focused on customer retention, change management, and customer success, and will bring a strong understanding of how to design programs that align with key lifecycle moments and drive measurable impact. The role also includes responsibility for developing training materials, playbooks, and adoption guides to accelerate product utilization. It requires ownership of campaign strategy and execution, including segmentation, targeting, and performance optimization using data insights. The Senior Customer Engagement Strategist will require a combination of skills from planning and executing communication plans at each stage of the SaaS customer journey, project/program management, consensus building, and the ability to coordinate resources from a variety of supporting teams.

Responsibilities

• Design and launch adoption campaigns that align with key customer lifecycle moments, including transitions such as M&A, leadership changes, and growth phases, to drive deeper engagement and retention.
• Develop customer nurture journeys and targeted communications for “moments that matter,” ensuring strategic alignment with Marketing, CX, Product, and Success teams.
• Build and maintain content and playbooks that support key customer success initiatives and lifecycle interventions, usable across digital and human-led channels
• Partner with CX Enablement Manager to ensure digital programs reinforce and complement CSM enablement activities.
• Partner with CX Strategist to leverage Analyst insights for campaign targeting, segmentation, and ROI tracking.
• Experience in B2B SaaS with demonstrated ability to translate business growth objectives into customer lifecycle programs and execution.
• Project manage and deliver customer lifecycle campaigns built with logic to deliver behavior-based or personalized triggers designed to anticipate customer needs and respond to lifecycle transitions.
• Proficient in manipulating data sets (e.g., filtering, sorting) using Excel and BI dashboards to inform campaign segmentation, targeting, and performance optimization.
• Continuously optimize campaigns based on adoption metrics and feedback.

Qualifications

• Bachelor's Degree in Marketing Preferred - Required
• 10+ years of experience in SaaS or B2B marketing or related field.

Compensation

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $91,100-$143,200 annually. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.

Live the Paychex Values

Act with uncompromising integrity.

Provide outstanding service and build trusted relationships.

Drive innovation in our products and services and continually improve our processes.

Work in partnership and support each other.

Be personally accountable and deliver on commitments.

Treat each other with respect and dignity.

What's in it for you?

• We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
• We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
• We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
• We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
• We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.
• Not sure if you meet every requirement?
• At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.
• Paychex is an equal opportunity employer that fosters a workplace culture of Diversity, Equity, & Inclusion. Our valued employees and commitment to DEI are the essence of our internal and external success.