Customer Implementation Success Manager

Summary

Join Remote as a Payroll (PAY) Customer Success Manager and make a significant impact in the global employment landscape. You will build and maintain strong customer relationships, act as a trusted advisor, and contribute to the improvement of Remote's payroll products. This role involves collaborating with various departments, driving customer engagement, and ensuring customer success. The position is fully remote, offering flexibility and work-life balance. Remote offers competitive compensation and a comprehensive benefits package.

Requirements

• Extensive expertise in customer-facing roles within the international Payroll/HR tech space, ideally in a payroll product and tech-focused environment
• Strong knowledge of global payroll software, systems, and tools, with an understanding of HR/payroll compliance and regulations
• Proven ability to onboard, grow, retain, and develop customer relationships, driving customer satisfaction and success
• Skilled in building strong relationships with key stakeholders across all levels of customer and internal organizations to align on business goals
• Experience leading and executing cross-departmental projects, with solid organizational abilities to manage multiple priorities and complex projects simultaneously
• Strong problem-solving skills with a proactive approach to resolving customer issues and delivering tailored solutions
• Excellent verbal and written communication skills, with the ability to convey complex ideas clearly, influence stakeholders, and deliver impactful presentations or product demonstrations
• Passion for identifying opportunities to optimize customer experience, including introducing additional features or services that align with customer needs
• Adept at monitoring account health by analyzing usage metrics, identifying gaps, and implementing strategies to ensure customer retention and satisfaction
• Self-driven and autonomous, with the ability to take ownership of tasks, work independently, and manage priorities with minimal supervision
• Experience in working in fast-paced environments

Responsibilities

• Develop deep understanding and expertise for Remote Payroll product(s) and services
• Take responsibility for the entire customer journey, and grow them into long term partners with a direct focus on payroll services
• Long-term customer relationship management, ensuring the success and satisfaction of payroll customers
• Own client retention & expansion, within payroll products and services
• Identifying upselling & cross-selling opportunities, managing campaigns and product promotion and introducing new payroll features to our client/complementary products (EOR, Contractor Management, Talent, Equity and HRIS)
• Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) product(s)
• Gather customer feedback regularly and share with our Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams, with a focus on payroll product and customer experience enhancements
• Work closely with the Payroll and Sales team to help ensure the right expectations are set for payroll customers
• Educate and train customers on key payroll information and processes to set them up for success
• Monitor account & customer health, preventing churn, and managing escalations, particularly those related to payroll issues

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async )
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces