Pay Customer Success Manager, SMB

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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