Customer Success Manager – Payroll (SMB)

About the role

Remote is looking for a Pay Customer Success Manager to own the post‑sales lifecycle for high‑volume SMB customers across Payroll, EOR and related products. You will drive adoption, manage churn risk and partner with Sales on renewals and expansion, all while working fully remotely.

Key responsibilities

• Own renewals, churn mitigation and end‑to‑end SMB motions for a large book of business.
• Provide timely, clear updates to customers and internal teams; run structured operating rhythms and align DRIs.
• Drive onboarding, adoption and success plans, translating customer goals into measurable milestones.
• Identify churn signals early, execute mitigation plans and escalate only when blockers are clear.
• Surface qualified upsell/cross‑sell opportunities during QBRs and renewal conversations.
• Maintain Vitally and Salesforce as the single source of truth with accurate data hygiene.

Required profile

• Experience in Customer Success or Account Management within complex B2B SaaS (payroll preferred).
• Strong written communication and stakeholder‑management skills.
• Proven ability to detect churn risk early and implement mitigation strategies.
• Comfort coordinating across Sales, Implementation, Support, Product and Operations.
• Fluent English, both written and spoken.

Required skills

• Salesforce (CRM)
• Vitally (customer success platform)
• AI‑assisted communication tools for preparation, synthesis and drafting

What we offer

• Fully remote work with a global, asynchronous team.
• Opportunity to shape the future of global employment and HR technology.
• Collaborative culture focused on innovation, automation and AI.