Senior Payroll Customer Success Manager, Remote

• Extensive expertise in customer-facing roles, preferably in the international Fintech/Payroll/HR tech space, ideally within payroll product and tech-focused environment
• Solid knowledge of global payroll software and tools, with a strong understanding of global payroll systems and services
• Experienced in leading, planning, executing, and overseeing cross-department programs, with excellent organizational abilities to drive 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
• Extensive experience presenting to customers and stakeholders about HR/Payroll-related matters
• Excellent attention to detail, particularly in HR/Payroll compliance and regulations
• A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer projects

Desirable

• You'll report to: Manager, Core CSM
• 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 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 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

• Written test
• Interview with recruiter
• Interview with manager & peer
• Interview with Director of CS
• Interview with GM, Payroll
• Offer
• Prior employment verification check