Pay Customer Success Manager, MM/Ent

Accountabilities

• Own a portfolio of mid-market and enterprise customers across payroll, EOR, and adjacent HR products, ensuring strong retention and adoption outcomes.


• Manage the full post-sales lifecycle, including onboarding support, ongoing engagement, renewal risk management, and expansion opportunity identification.


• Act as the primary point of contact for customer success activities, ensuring proactive communication, structured agendas, and consistent follow-ups.


• Identify and mitigate customer risks early by building structured action plans and coordinating cross-functional stakeholders.


• Drive customer engagement through QBRs, performance reviews, and ongoing value tracking aligned with customer goals.


• Collaborate closely with Sales to surface expansion opportunities and ensure accurate documentation in CRM and customer success platforms.


• Ensure operational excellence through accurate system usage, clean handovers, and consistent data hygiene across tools such as Vitally and Salesforce.


• Translate complex customer needs and ambiguity into clear execution plans while minimizing operational friction.


• Coordinate across multiple internal teams to ensure seamless resolution of customer issues and dependencies.


• Contribute to team effectiveness through informal mentoring, best practice sharing, and participation in customer-facing initiatives.

Requirements

• Proven experience in Customer Success, Account Management, or similar client-facing roles within Payroll, HR Tech, or complex B2B SaaS environments.


• Strong understanding of payroll, EOR, or HR systems and multi-product SaaS ecosystems.


• Demonstrated ability to manage enterprise or mid-market customer portfolios with accountability for retention and growth.


• Excellent stakeholder management and communication skills, both written and verbal, in English.


• Strong ability to identify risks early, structure mitigation plans, and drive cross-functional alignment.


• Experience working across distributed teams and coordinating multiple internal stakeholders effectively.


• Comfortable operating in fast-paced, global, and asynchronous work environments.


• Strong analytical mindset with the ability to translate data and customer signals into actionable insights.


• High level of autonomy, ownership, and operational discipline in managing customer outcomes.


• Familiarity with CRM and customer success tools such as Salesforce and Vitally.


• Ability to use AI tools to support drafting, synthesis, and preparation while ensuring accuracy and alignment with source-of-truth information.

Benefits

• Annual salary range between €32,200 and €72,400 EUR, depending on experience and location.


• Fully remote work with flexibility to work from anywhere.


• Flexible working hours in an asynchronous environment.


• Flexible paid time off to support work-life balance.


• 16 weeks of paid parental leave.


• Stock options and long-term equity participation.


• Learning and development budget for continuous professional growth.


• Home office setup and IT equipment support.


• Mental health and wellbeing support services.


• Budget for co-working spaces or local in-person events.


• Inclusive, global work culture built around autonomy, ownership, and impact.

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