Customer Success Manager (Remote)

Job summary

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

Qualifications

• Experience in Customer Success or Account Management within complex B2B SaaS environments, preferably in Payroll.
• Strong written communication skills and stakeholder management capabilities.
• Ability to identify churn risks early and implement structured mitigation strategies.
• Proficient in coordinating across various teams and product lines.
• Experience maintaining CRM systems and ensuring data hygiene.
• Fluent in English, both written and spoken.

Responsibilities

• Own the renewals and churn mitigation processes for a significant book of business.
• Provide timely updates to customers and internal teams, ensuring clear communication.
• Drive onboarding and adoption outcomes, translating customer goals into measurable milestones.
• Identify churn signals and execute mitigation plans effectively.
• Document upsell and cross-sell opportunities during customer interactions.
• Maintain operational excellence in CRM systems, ensuring accurate records and handovers.
• Utilize approved playbooks and automation to manage a high-volume customer base.
• 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.