Pay Customer Success Manager, SMB
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Pay Customer Success Manager, SMB based in Netherlands.
This is a high-impact, fully remote customer success role focused on managing and growing a large portfolio of SMB clients across payroll, EOR, and related global employment products. You will own the full post-sales lifecycle, ensuring customers achieve value through strong onboarding, adoption, and ongoing engagement. The role combines operational excellence with commercial awareness, requiring you to proactively identify churn risks, drive retention, and surface expansion opportunities. You will work in a highly cross-functional environment, collaborating closely with Sales, Product, Implementation, and Support teams. With a strong emphasis on structure and scale, this position is ideal for someone who thrives in high-volume account management and enjoys building systematic success processes. You will play a key role in shaping customer outcomes in a global, async-first organization.
Accountabilities:
- Own the end-to-end post-sales lifecycle for a large SMB portfolio, including renewals, retention, and churn mitigation across payroll, EOR, and adjacent products.
- Drive customer onboarding, adoption, and success planning to ensure customers achieve measurable outcomes and long-term value.
- Monitor customer health signals, proactively identify churn risks, and execute structured mitigation plans with clear accountability.
- Maintain accurate CRM and system-of-record hygiene (e.g., Salesforce, Vitally), ensuring all customer data, risks, and next steps are consistently updated.
- Coordinate across Sales, Implementation, Support, Product, and Operations teams to ensure seamless customer experience and issue resolution.
- Identify and document upsell and cross-sell opportunities, routing them effectively to Sales while supporting renewal conversations.
- Produce clear, structured customer communication, including updates, QBRs, and internal alignment notes.
- Use automation, templates, and playbooks to scale engagement across a high-volume book of business efficiently.
- Leverage AI tools to support drafting, synthesis, and customer communication while ensuring accuracy and alignment with source data.
Requirements
- Experience in Customer Success, Account Management, or similar client-facing roles in complex B2B SaaS environments (Payroll or HR tech is a plus).
- Proven ability to manage a large portfolio of SMB customers with ownership over renewals and retention outcomes.
- Strong communication skills, both written and verbal, with the ability to structure clear updates, follow-ups, and customer-facing documentation.
- Ability to identify churn risk early and execute structured mitigation and recovery plans.
- Experience working cross-functionally with multiple teams including Sales, Product, Support, and Operations.
- Strong CRM discipline with consistent use of tools such as Salesforce, Vitally, or equivalent systems.
- Analytical and structured mindset with the ability to interpret customer data and translate it into action.
- Comfortable working in a fast-paced, async, and high-volume environment with strong autonomy and accountability.
- Fluency in English, both written and spoken.
- Strong adaptability and willingness to use AI tools to improve efficiency and output quality.
- Fully remote work with flexible, async-first working culture
- Competitive compensation aligned with experience and market benchmarks
- 16 weeks of paid parental leave
- Flexible paid time off and working hours
- Stock options participation in a high-growth global organization
- Learning and development budget for professional growth
- Home office and IT equipment budget
- Mental health and wellbeing support services
- Opportunity to work from anywhere in the world
- Inclusive, globally distributed team across multiple continents
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