Customer Success Manager, Payroll
Remote
Customer Success Manager, Payroll
Remote
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 £58,700 - £66,000 per year
Job Level
Mid-LevelSenior
About the role
- 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 and introducing new payroll features to our client/complementary products (EOR, Contractor Management, Talent, Equity and HRIS)
- Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) and HRIS product(s).
- Gather customer feedback regularly and share with our Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams, with a focus on payroll product and customer experience enhancements.
- 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 to set them up for success.
- Monitor account & customer health, preventing churn, and managing escalations, particularly those related to payroll issues.
Requirements
- Expertise in customer-facing roles such as CSM or Account Management within the international Payroll/HR tech space, ideally in a payroll product and tech-focused environment.
- Strong knowledge of global payroll software, systems, and tools, with an understanding of HR/payroll compliance and regulations.
- Proven ability to onboard, grow, retain, and develop customer relationships, driving customer satisfaction and success.
- Skilled in building strong relationships with key stakeholders across all levels of customer and internal organizations to align on business goals.
- Experience leading and executing cross-departmental projects, with solid organizational abilities to manage multiple priorities and complex projects simultaneously.
- Strong problem-solving skills with a proactive approach to resolving customer issues and delivering tailored solutions.
- Excellent verbal and written communication skills, with the ability to convey complex ideas clearly, influence stakeholders, and deliver impactful presentations or product demonstrations.
- Passion for identifying opportunities to optimize customer experience, including introducing additional features or services that align with customer needs.
- Adept at monitoring account health by analyzing usage metrics, identifying gaps, and implementing strategies to ensure customer retention and satisfaction.
- Self-driven and autonomous, with the ability to take ownership of tasks, work independently, and manage priorities with minimal supervision.
- Experience in working in fast-paced environments.
