Senior Payroll Customer Success Manager, Remote

• Extensive expertise in CSM or account management roles, in the international Payroll/HR tech space, ideally within Global Payroll and HRIS products and high-tech environment
• Solid knowledge of Global Payroll and HR Tech software and tools, with a strong understanding of the global HR Tech environment
• Experienced in overseeing cross-department programs, with excellent organizational abilities to support multiple and complex projects, priorities and to manage stakeholders simultaneously
• Proven track record of onboarding, growing, retaining and developing customers
• Clear ability to identify, engage, and build strong relationships with key stakeholders across different levels of the customer organizations
• Excellent verbal and written communication and demonstration skills, with the ability to convey complex ideas clearly, influence stakeholders, and deliver impactful presentations
• Demonstrate strong ownership and initiative, with the ability to independently drive complex HR/Payroll projects forward, communicate effectively with stakeholders, without the need for close supervision

Desirable

• This is an exciting time to join Remote and make a personal difference in the global employment space as a Payroll (PAY) Customer Success Manager and being part of our Customer Success team
• The Payroll (PAY) Customer Success Manager acts as the customer’s trusted advisor and advocate in the payroll domain
• The key to success in this role is to build and grow an ongoing healthy relationship with each customer, to preserve our current business and grow our customers into life-long partners, with a specific focus on payroll services
• Develop deep understanding and expertise for Remote Payroll and HR 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 product 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) 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, Product 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
• You'll report to: Senior Manager, Customer Success

• Please fill out the form below and upload your CV with a PDF format
• We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote
• If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead
• Exercise
• Interview with recruiter
• Interview with Hiring Manager and Senior CSM
• Interview with Director of CS
• Bar Raiser Interview
• Prior employment verification check