People Operations Coordinator
Spring Health
Customer Success Manager, Payroll
Remote
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
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 customers into long-term partners focused on payroll services
- Long-term customer relationship management to ensure success and satisfaction of payroll customers
- Own client retention and expansion within payroll products and services
- Identify upselling and cross-selling opportunities and manage campaigns/product promotion
- Monitor customer complaints and resolve concerns related to Global Payroll (PAY) and HRIS products
- Gather customer feedback and share with Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams
- Collaborate with Product, Engineering, and Implementation to shape and improve payroll products
- Work closely with Payroll and Sales to set correct expectations for payroll customers
- Educate and train customers on key payroll information and processes
- Monitor account and customer health to prevent churn and manage escalations, particularly payroll-related 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
- Understanding of HR/payroll compliance and regulations
- Proven ability to onboard, grow, retain, and develop customer relationships
- Skilled in building strong relationships with key stakeholders across all levels
- Experience leading and executing cross-departmental projects
- Solid organizational abilities to manage multiple priorities and complex projects simultaneously
- Strong problem-solving skills with a proactive approach
- Excellent verbal and written communication skills
- Passion for identifying opportunities to optimize customer experience
- Adept at monitoring account health by analyzing usage metrics
- Self-driven and autonomous, able to work independently
- Experience working in fast-paced environments
Benefits
- work from anywhere
- flexible paid time off
- flexible working hours (async)
- 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
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
global payroll softwareHRIS systemscustomer journey managementupsellingcross-sellingcustomer feedback analysisaccount health monitoringproject managementcustomer onboardingcustomer retention
Soft skills
relationship managementproblem-solvingorganizational abilitiescommunication skillsstakeholder engagementproactive approachindependencecustomer experience optimizationcollaborationadaptability
