Senior Payroll Customer Success Strategist
vor 3 Wochen
Customer Success in the Global Payroll Space
We are seeking a seasoned Payroll Customer Success Manager to join our team at Remote. As a key member of our Customer Success team, you will be responsible for building and growing strong relationships with our payroll customers, ensuring their success and satisfaction with our Global Payroll (PAY) product(s).
About the Role
- Develop in-depth knowledge and expertise of Remote's Payroll product(s) and services
- Take ownership of the entire customer journey, focusing on payroll services to grow customers into long-term partners
- Manage long-term customer relationships, ensuring success and satisfaction of payroll customers
- Own client retention and expansion within payroll product and services
- IDentify upselling and cross-selling opportunities, manage campaigns, and introduce new payroll features to clients and complementary products
- Monitor customer complaints and provide assistance to resolve concerns or problems related to our Global Payroll (PAY) product(s)
- Gather customer feedback regularly and share with Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams to enhance payroll product and customer experience
- Work closely with Payroll and Sales teams to ensure correct expectations are set for payroll customers
- Educate and train customers on key payroll information and processes to ensure success
- Monitor account and customer health, preventing churn, and managing escalations, particularly those related to payroll issues
What You'll Bring
- Extensive experience in customer-facing roles, preferably in international Fintech/Payroll/HR tech spaces, ideally within payroll product and tech-focused environments
- Solid knowledge of global payroll software and tools, with a strong understanding of global payroll systems and services
- Proven track record of onboarding, growing, retaining, and developing customers
- Ability to identify, engage, and build strong relationships with key stakeholders across different levels of customer organizations
- Excellent verbal and written communication and presentation skills, with the ability to convey complex ideas clearly and influence stakeholders
- Strong attention to detail, particularly in HR/Payroll compliance and regulations
- Passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer projects
Benefits
- Competitive salary range: $45,000 - $126,600 USD
- Work from anywhere
- Unlimited personal time off (minimum 4 weeks)
- Quarterly company-wide day off for self-care
- Flexible working hours
- 16 weeks paid parental leave
- Mental health support services
- Stock options
- Learning budget
- Home office budget and IT equipment
- Budget for local in-person social events or co-working spaces
How You'll Plan Your Day (and Life)
We work asynchronously at Remote, allowing you to plan your schedule around your life, not meetings. You'll be empowered to take ownership and be proactive, defaulting to action instead of waiting. Your life-work balance is essential, and you'll be encouraged to prioritize yourself and your family, fitting work around your needs.
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