Customer Success Manager (Remote, EMEA)

Job summary

This role involves managing customer success for a portfolio that includes Payroll and Employer of Record (EOR) services. The position is focused on proactive engagement, adoption, and risk management post-sales, with a strong emphasis on delivering positive customer outcomes.

Qualifications

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

Responsibilities

• Own and manage customer outcomes, including 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 impact and document activities in relevant systems.
• Translate complex situations into actionable plans and reduce rework through attention to detail.
• Utilize AI tools to draft communications and summarize meetings efficiently.
• Manage dependencies across multiple products to simplify customer experiences.
• Contribute to team projects and provide informal mentorship.

Skills

• Strong problem-solving abilities and operational excellence.
• Familiarity with AI tools for drafting and summarizing communications.
• Ability to manage multiple products and coordinate effectively.

Education

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

Tools

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