Customer Relationship Manager

PayFit

Customer Relationship Manager guiding UK SMBs through onboarding, adoption, and retention with PayFit cloud payroll software. Building strategic relationships and identifying customer-growth opportunities.

Posted 8/4/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success management, focusing on building trusted relationships, driving product adoption, and implementing retention strategies. Proficient in managing multiple accounts while delivering exceptional customer experiences and insights to inform product improvements.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementRelationship ManagementSalesforce ExperienceAnalytical Approach to Customer Data

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Onboarding Experience DeliveryCustomer Health MonitoringChurn Risk IdentificationRetention Strategy ImplementationCommercial Conversation LeadershipUpsell Opportunity IdentificationProcess ImprovementCustomer Data Analysis

Soft Skills

Excellent Communication SkillsEmpathy and ComposureHighly OrganisedProactive MindsetCustomer-First Mindset

Tools & Technologies

SalesforceCRM Software

Industry Keywords

B2B EnvironmentCustomer EngagementQuarterly Business ReviewsCustomer FeedbackProduct Adoption

About the role

Key responsibilities & impact

Deliver a seamless onboarding experience for self-service and managed-service customers
Build and nurture trusted customer relationships from onboarding through long-term success
Understand customer goals, challenges, and priorities and create tailored success plans
Drive product adoption, engagement, measurable outcomes, and return on investment
Monitor customer health, identify churn risks, and implement retention strategies
Lead regular customer touchpoints, including Quarterly Business Reviews
Lead pre-payroll calls with customers requiring additional guidance
Manage the callback service and resolve customer requests within SLA
Manage strategic partner relationships through guidance, training, and support
Identify account-growth opportunities and recommend relevant add-ons
Participate in price review campaigns and communicate pricing changes
Collaborate with Sales, Product, and other internal teams
Champion customer feedback and insights to inform product improvements
Continuously improve processes, customer outcomes, and customer support

Requirements

What you’ll need

3+ years' experience in a customer-facing Customer Success, Account Management, or Relationship Management role within a B2B environment
Proven track record of building trusted relationships and delivering exceptional customer experiences
Excellent communication skills, including explaining complex concepts clearly
Ability to lead commercial conversations confidently
Ability to handle difficult situations with empathy and composure
Highly organised and proactive
Comfortable managing multiple accounts simultaneously
Genuine customer-first mindset with commercial awareness to identify upsell opportunities
Willingness to learn payroll fundamentals and become a trusted PayFit product expert
Experience with Salesforce or similar CRMs is a plus
Analytical approach to customer data is a plus

Benefits

Comp & perks

Possibility to live and/or work away from main offices within the UK, and abroad for a defined period
Comprehensive learning platform and company-supported skill development
Career development opportunities and internal moves
Private medical insurance with Vitality
Weekly Deliveroo credit
Fortnightly fruit and vegetable packages delivered to your house through Oddbox
50% of travel costs to the office covered, up to £100 per month
Yearly work-from-home budget
MacBook provided as standard working tool
16 weeks of maternity leave supported at 100%
4 additional weeks of leave for the co-parent at 100%
25 days of paid holidays per year in addition to public holidays
Disability accommodation measures during employment and recruitment where needed