Customer Success Manager (Remote, EMEA)

Job summary

This role involves managing customer success for a portfolio that includes Payroll and Employer of Record services, focusing on proactive engagement and risk management post-sales. The position is fully remote and aims to enhance customer experience through effective communication and collaboration.

Qualifications

• Experience in Customer Success or Account Management within Payroll or HR Tech in a complex B2B SaaS environment.
• Strong stakeholder management skills and excellent written communication.
• Ability to identify risks early and implement structured mitigation strategies.
• Proficient in coordinating across various teams and products.
• Fluent in English, both written and spoken.

Responsibilities

• Own customer outcomes and manage renewal-risk plans.
• Provide proactive updates and maintain consistent communication with cross-functional teams.
• Drive customer retention and adoption while meeting engagement expectations.
• Identify opportunities for commercial growth and document progress in relevant systems.
• Translate complex situations into actionable plans and minimize rework.
• Ensure operational excellence and maintain accurate records.
• Utilize AI tools for drafting communications and summarizing meetings.
• Manage multi-product dependencies to simplify customer experiences.
• Contribute to team projects and provide informal mentoring.

Skills

• Strong problem-solving abilities and operational excellence.
• Familiarity with AI tools for customer communication and documentation.
• Ability to manage complexity and ensure smooth handovers.

Education

• Relevant experience in Customer Success or related fields is preferred.

Tools

• Experience with Salesforce (SFDC) and Vitally for documentation and customer management.