Payroll Customer Success Manager - Remote

Overview

This is an exciting opportunity to join Remote at a pivotal moment and make a meaningful impact in the global employment space as a Payroll (PAY) and HRIS Customer Success Manager. As part of our Global Payroll and HRIS Services Team, you will play a critical role as a trusted advisor and advocate for our customers.

In Short

• Develop deep understanding and expertise for Remote Payroll and HRIS product(s) and services
• Take responsibility for the entire customer journey, and grow them into long term partners with a direct focus on payroll services.
• Long-term customer relationship management, ensuring the success and satisfaction of payroll customers.
• Own client retention & expansion, within payroll products and services.
• Identifying upselling & cross-selling opportunities, managing campaigns and product promotion.
• Monitor customer complaints and provide assistance to solve any concerns or problems.
• Gather customer feedback regularly and share with relevant teams.
• Work closely with the Payroll and Sales team to help ensure the right expectations are set for payroll customers.
• Educate and train customers on key payroll information and processes.
• Monitor account & customer health, preventing churn, and managing escalations.

Requirements

• Expertise in customer-facing roles such as CSM or Account Management within the Payroll/HR tech space.
• Strong knowledge of global payroll software, systems, and tools.
• Proven ability to onboard, grow, retain, and develop customer relationships.
• Skilled in building strong relationships with stakeholders.
• Experience leading and executing cross-departmental projects.
• Strong problem-solving skills with a proactive approach.
• Excellent verbal and written communication skills.
• Passion for optimizing customer experience.
• Adept at monitoring account health and implementing strategies for retention.
• Self-driven and autonomous, with the ability to manage priorities.

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces