Customer Success Manager Jobs

About The Position

Requirements

• 1–3+ years of experience in customer success or account management specifically with payroll, PEO, or HCM accounts — general SaaS CS experience alone is not a substitute.
• Working understanding of Payroll and/or PEO fundamentals — wage/hour basics, tax filing cadence, benefits administration — sufficient to distinguish Payroll, PEO, Tax, and Benefits issues correctly when triaging.
• Experience supporting large or medium-sized accounts (higher complexity, lower volume) rather than pure high-volume SMB motion.
• Comfortable operating under compliance-critical escalation protocols — knows what requires Compliance/Legal sign-off versus what can be resolved directly.
• Proficiency in Salesforce; familiarity with Zendesk and NetSuite is a plus.
• Comfortable using AI-enabled CS/adoption tooling (health scoring, workflow automation) as part of daily account management.
• Exceptional written/verbal communication; able to explain payroll and compliance topics clearly to non-technical customer stakeholders.
• Data-driven mindset for interpreting payroll accuracy and filing-timeliness metrics against each customer’s stated objective.

Nice To Haves

• Familiarity with Zendesk and NetSuite.

Responsibilities

• Own an assigned portfolio of ~75–125 large and medium-sized Payroll and PEO accounts across the customer lifecycle — onboarding through renewal.
• Define the value moment for each account in payroll-specific terms — first clean payroll run, accurate tax setup, on-time filing, compliant benefits enrollment — and track progress against that objective.
• Partner with Payroll Operations, Tax, and Benefits teams to monitor onboarding progress and ensure customers hit payroll-specific adoption milestones quickly.
• Monitor payroll accuracy rate and filing timeliness as leading indicators.
• Correctly distinguish Payroll, PEO, Tax, and Benefits issues when triaging customer concerns, and flag anything compliance-critical immediately per the 24-hour escalation SLA.
• Identify and flag expansion opportunities and renewal risk to the CSM Manager or Sales/Account Management for commercial follow-through.
• Flag PEO at-risk accounts with elevated urgency.
• Identify trends in payroll/PEO-specific customer challenges and suggest improvements to process, documentation, and automation.
• Use AI-enabled adoption and health-scoring tools tuned to payroll-specific signals to surface risk and expansion signal earlier.
• Maintain accurate, current records in Salesforce (primary CRM), and Zendesk/NetSuite as needed.
• Work cross-functionally with Payroll Operations, Tax, Benefits, Support, and Sales; operate independently with minimal day-to-day supervision.

Benefits

• Unlimited PTO!
• Medical, Dental, Vision Insurance!
• 401k Match!
• Parental Leave
• Laptop and equipment.