PayFit

Customer Relationship Manager, Payroll

PayFit

full-time

Posted on:

Location Type: Hybrid

Location: Paris • France

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About the role

  • Ensure an outstanding customer experience by managing the end-to-end onboarding process (scoping, data collection/validation, configuration, training and handover) to guarantee a fast and compliant go-live.
  • Support adoption and retention by building trust, executing proactive churn-prevention actions, and contributing to the development of Premium accounts, with a strong focus on the Voice of the Customer (VoC) to maximize delivered value.
  • Drive client activation through key milestones (Welcome call, First Payroll call, etc.), secure prerequisites, anticipate risks and ensure a smooth start.
  • Tailor the support approach by segment and level of complexity to maximize success on early milestones.
  • Act as the clients’ primary point of contact across onboarding, nurturing, training, retention and Premium relationships. Build long-lasting relationships, understand clients deeply, and defuse tensions with empathy and active listening.
  • Identify upsell and training opportunities by driving product adoption and understanding the client context.
  • Detect weak signals (usage, constraints) and trigger positive actions to accelerate autonomy and usage of key features.
  • Identify churn risks, perform diagnostics (root causes), design and execute retention action plans, and ensure a quality offboarding process when necessary.
  • Contribute to the growth of our Premium customers (more strategic relationships, powerful loyalty lever, higher experience expectations, more frequent voice interactions).

Requirements

  • 2–4 years’ experience in customer relations / account management.
  • At least one experience in payroll within an accounting firm, or payroll knowledge gained through a degree in HR/payroll.
  • Proven track record in customer relationship management, particularly across onboarding, retention, satisfaction and support journeys; comfortable managing Premium/paid-support customers.
  • Comfortable with Salesforce (or equivalent CRM) and Excel/Google Sheets, with a data-driven mindset: use signals (usage, tickets, satisfaction, revenue…) to identify risks/opportunities and prioritize by business impact.
  • Proactive and adaptable: anticipate needs, detect weak signals, remain calm under pressure and adapt to diverse customer profiles (Very Small Businesses (VSB), SMBs, Premium).
  • Native/bilingual French.
  • Intermediate English (B1/B2 – conversational/professional) enabling you to operate in an international work environment.
  • Willingness to explore and adopt AI tools to optimize your efficiency.
Benefits
  • Work From Anywhere & Flexibility: We believe flexibility is key to doing your best and thriving. You can live and/or work where you choose within your country of employment, and abroad for a defined period. Additional requirements may apply depending on the role and seniority level.
  • Learning & Development: At PayFit we provide a learning platform where you can acquire new skills every day with our support. We also offer English courses to help you feel more confident.
  • Career Development: We want you to grow and choose the direction you want to take; internal mobility is possible.
  • Varied employee benefits (CSE): Monthly subsidy to spend on culture, sports, personal services, etc.
  • Health Insurance: Henner complementary health insurance (60% covered by PayFit; free enrollment for children).
  • Meals: €9 meal vouchers per working day via Swile card, 60% covered by PayFit.
  • Public Transport: 50% of public transport costs covered by PayFit or an alternative sustainable mobility allowance (bike rental subscription, purchase of soft-mobility equipment to commute, etc.).
  • Remote Work Budget: Remote work allowance to help you set up, and a MacBook loan so you can work in the best conditions.
  • Time Off: 5 weeks of paid vacation + RTT days.
  • Parental Measures: Salary maintained during the first month of additional birth leave.
  • Inclusion of People with Disabilities: All our positions are open to people living with a disability. To ensure equal treatment and opportunity, we will take appropriate measures, based on individual needs, to adapt working conditions for PayFiters with disabilities. We ensure this applies from the recruitment process onward.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer relationship managementonboardingretentionpayrolldata collectiondata validationconfigurationtrainingdiagnosticsAI tools
Soft Skills
empathyactive listeningproactiveadaptablerelationship buildingtrust buildingcalm under pressureanticipation of needsproblem-solvingcommunication