Customer Success Manager

Job Summary

Owning the full post-sales customer lifecycle for a high-volume SMB book, the full-time Pay Customer Success Manager will manage renewals, churn mitigation, and customer outcomes while collaborating closely with Sales and other teams in a remote environment.

Key Responsibilities

• Own renewals and churn mitigation for a large book of business, escalating issues with context as needed
• Provide timely and clear updates to customers and internal teams, ensuring alignment across departments
• Drive onboarding and adoption outcomes, translating customer goals into measurable milestones

Required Qualifications

• Experience in customer success or account management within complex B2B SaaS, preferably in payroll
• Strong stakeholder management skills, including agenda setting and follow-up
• Ability to identify churn risks early and execute structured mitigation plans
• Experience maintaining CRM systems and ensuring data hygiene
• Fluency in English, both written and spoken