Customer Success Manager

The Customer Success Manager (CSM) serves as the primary point of contact for clients & members, ensuring they achieve maximum value from our products and services. This role is responsible for building long-term relationships, driving adoption, and proactively addressing customer needs to reduce churn and increase satisfaction. You will be working closely with the Director of Customer Success on process improvement and automation. This is a high growth opportunity and career progression and ownership of CS is on the horizon for the right individual.

Key Responsibilities
Build and maintain strong, long-lasting customer relationships.
Serve as the main liaison between clients and internal teams, advocating for customer needs.
Guide customers through onboarding, training, and implementation to ensure successful adoption.
Support clients through payroll-related workflows, integrations, and time-sensitive processes, ensuring accuracy, compliance, and alignment with benefits administration.
Monitor customer usage and proactively identify opportunities to improve engagement and outcomes.
Address client issues promptly, collaborating with support and product teams to ensure resolution.
Conduct regular business reviews and provide insights to customers on performance and ROI.
Own and manage a portfolio of client accounts post-implementation, driving retention, adoption, and long-term value.
Identify opportunities for account growth, upselling, and cross-selling.
Maintain accurate records of customer interactions in CRM & process management systems.

Qualifications
Education & Experience
Bachelor’s degree in Business, Communications, Marketing, or related field (or equivalent experience).
2+ years of experience in customer success, account management, or client-facing roles (preferably in SaaS or technology-driven environments).
Experience with professional services for finance and/or insurance a plus.
Experience working with payroll systems, payroll integrations, or HRIS platforms (e.g., payroll providers, benefits administration, or related services) is a big plus.

Skills & Competencies
Excellent communication, presentation, and interpersonal skills.
Strong problem-solving and conflict-resolution abilities.
Ability to manage multiple accounts, prioritize effectively, and work in a fast-paced environment.
Proficiency with CRM platforms (e.g., Salesforce, HubSpot, or similar) and customer success tools.
A consultative, customer-first mindset with a focus on delivering measurable value.

Other Requirements
Occasional travel may be required.
Occasional evening or weekend availability may be required to support client training sessions or critical payroll-related activities.

Compensation & Benefits
Fully remote role.
Competitive salary based on experience.
Performance-based bonuses or commission opportunities.
Comprehensive benefits package including health, dental, and vision insurance.
Retirement plan options.
Paid time off, holidays, and professional development opportunities.
Compensation for this position is dependent on location, experience, and other requirements.
Current Estimated Base Compensation: $55,000 - $75,000