Senior Customer Success Manager - Strategic Accounts (m/f/d)

*If you love owning complex global client relationships, orchestrating multi\-country payroll delivery, and ensuring seamless operations for enterprise accounts, this role is for you.*

About Lano

Lano is a global payroll platform enabling companies to standardize and manage multi\-country payroll operations through a unified technology layer.

Your Role

As Senior Customer Success Manager \- Strategic Accounts (m/f/d), you will own a portfolio of our most complex enterprise client accounts. Operating at the intersection of our clients, internal operations, and global partner network, you will hold end\-to\-end accountability for client retention, account expansion, and seamless multi\-country payroll delivery.

Key Responsibilities

• Portfolio Ownership: Manage a portfolio of EOR and multi\-country payroll clients from go\-live through renewal, with accountability for retention, satisfaction, and account expansion.


• Client Onboarding: Own onboarding programmes for multi\-entity clients, including country\-by\-country implementation planning, cut\-off calendars, shadow payroll and parallel runs, and first\-cycle sign\-off.


• Escalation Management: Act as a senior point of escalation for payroll matters such as gross\-to\-net discrepancies, off\-cycle runs, terminations and settlement payments, missing payslips, and payment file rejections.


• Partner Management: Brief and coordinate local payroll partners, monitor performance against agreed service levels, and ensure their findings are communicated to clients clearly and accurately.


• Cross\-Functional Handover: Support the transition of accounts from Sales to Customer Success and ensure that commitments made during the sales process are reflected in the delivery plan.


• Case Management \& Process Improvement: Manage your case load to resolution, identify the root causes of recurring queries, and translate these into documentation, process changes, or product requirements.


• Commercial Ownership: Manage contract scope, fee schedules, off\-cycle and out\-of\-scope charges, invoice queries, renewals, and the expansion of integration services within your portfolio.


• Reporting: Maintain accurate case and account data in Salesforce, produce account health reporting, and prepare and deliver quarterly business reviews.


• Knowledge Sharing: Document client\-specific processes to a standard that allows colleagues to cover your accounts, and support the onboarding and development of less experienced team members.

• A minimum of five years' experience in customer success, account management, or payroll operations within B2B SaaS, global payroll, EOR services, or an international payroll provider.


• Experience building trusted relationships with senior HR, Finance, and Payroll stakeholders in complex enterprise accounts.


• Strong commercial acumen, with experience contributing to retention and expansion outcomes.


• Demonstrated experience managing escalations with senior client stakeholders, including situations requiring the communication of adverse findings.


• The ability to manage a demanding portfolio autonomously and to set your own priorities against fixed payroll deadlines.


• Fluent English. Proficiency in German, French, Italian, or Spanish is a significant advantage in view of our client base.


• A structured, documentation\-led working style.

• Experience with German payroll (DATEV, statutory social security reporting).


• Practical experience with Salesforce, Notion, and Slack.


• Experience supporting HRIS, ERP, or accounting integrations.


• Familiarity with EU employment law fundamentals and collective bargaining agreements.

• A flexible and hybrid work environment that values work\-life balance.


• Fitness membership with ClassPass.


• 26 days of vacation per year.


• 2 social impact days to support a charity or non\-profit of your choice.


• Career development and growth within a dynamic startup.


• Collaborative and inclusive company culture and a diverse, international team.

*We value humility and character as much as talent, so please apply even if you feel you only meet part of our listed criteria. Lano is an equal opportunity employer \- we celebrate diversity and are committed to creating an inclusive, friendly, and supportive environment where everyone can succeed.*

*At Lano, we want to maximize each individual’s potential through a continuous learning culture built on trust, commitment, and mutual respect. Just be yourself \- you might bring something valuable to the role we didn't initially think of.*

*If you have any questions or problems, please reach out to us at people@lano.io. However, we do not accept applications via email.*

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