Customer Success Manager (Remote)

Job summary

This role involves managing the entire post-sales customer lifecycle for a significant SMB portfolio, focusing on Payroll and related products. The position emphasizes proactive engagement, customer adoption, and risk management while collaborating closely with Sales on renewals and expansion opportunities.

Qualifications

• Experience in Customer Success or Account Management within complex B2B SaaS, preferably in Payroll.
• Strong written communication skills and stakeholder management abilities.
• Proficient in identifying churn risks and implementing mitigation strategies.
• Comfortable coordinating across various teams and product lines.
• Familiarity with CRM systems and maintaining accurate records.
• Fluent in English, both written and spoken.

Responsibilities

• Own renewals and churn mitigation for a large customer base, escalating issues with context when necessary.
• Provide timely updates to customers and internal teams, ensuring clear communication and collaboration.
• Drive customer onboarding and adoption, translating goals into measurable milestones.
• Identify churn signals early and execute risk management plans.
• Document upsell and cross-sell opportunities during customer interactions.
• Maintain CRM systems with accurate records and produce clean handovers for coverage.
• Utilize approved playbooks and automation to manage a high-volume portfolio efficiently.
• Leverage AI tools for drafting communications and summarizing meetings.

Education

• Not specified.

Tools

• CRM systems (e.g., Salesforce, Vitally), AI tools for communication and documentation.