Pay Customer Success Manager, SMB

What this job can offer you

• This is an exciting time to join Remote and make a personal difference in the global employment space as a Pay Customer Success Manager, as part of our Customer Experience team.

  Owns the full post-sales customer lifecycle for a high-volume SMB book across Payroll + EOR + adjacent products. Runs the standard post-sales motion end-to-end with high operational rigor - proactive engagement, adoption, and structured churn-risk management - while partnering tightly with Sales on renewals and expansion signals.

What you bring

• CS/AM experience in complex B2B SaaS (Payroll preferred) or comparable customer-facing ownership
• Strong written communication and stakeholder management (agendas, follow-ups, decision capture)
• Ability to identify churn risk early and execute structured mitigation plans
• Comfort coordinating across multiple teams and product lines (Sales, Implementation, Support, Product, Ops)
• Consistent CRM + Vitally hygiene as system of record (SSOT)
• Uses AI as a human-in-the-loop assistant for prep, synthesis, and drafting - validates against source-of-truth docs before sending any comms
• Writes and speaks fluent English.

Key Responsibilities

• Accountability & autonomy - owns renewals, churn mitigation, and core SMB motions end-to-end for a large book of business; escalates early with context without offloading ownership
• Communication & collaboration - provides timely, clear customer and internal updates; runs structured operating rhythms; aligns DRIs across Sales and required verticals and closes loops consistently
• Customer outcomes - drives onboarding/adoption outcomes and Success Plans; translates customer goals into measurable milestones and tracks progress
• Escalation & risk management - identifies churn signals early; runs mitigation plans; escalates only when blockers are clear and the ask is explicit
• Commercial impact - surfaces qualified upsell/cross-sell signals (e.g., adjacent products where applicable) during QBRs and renewal conversations; documents and routes correctly to Sales/AMs
• Operational excellence - maintains Vitally + Salesforce as SSOT (pulses, risk tags, notes, next steps) with zero reminders; produces clean handovers for PTO/coverage per SOPs
• Scalability & automation - consistently uses approved playbooks, automation, and templates to sustain cadence across a high-volume book; shares practical learnings with the pod
• AI fluency - uses AI to draft customer comms, summarize meetings/case context, and structure risk summaries; verifies facts and commitments; ships customer-ready outputs without added rework

Practicals

• You'll report to: Senior Manager, Pay & HCM Customer Success
• Team: Customer Success
• Location: For this position we welcome everyone to apply, but we will prioritize applications from AMER
• Start date: As soon as possible

Application process

1. Take home test
2. Interview with recruiter
3. Interview with future manager
4. Interview with Senior Director
5. Bar Raiser Interview
6. Prior employment verification check