Customer Success Manager, MM/Ent

This is a fully remote position, open to applicants in Europe.

📋 Description

• Ownership and independence - manage book outcomes comprehensively within established guidelines - implement renewal-risk strategies when indicators arise.

• Effective communication and teamwork - provide proactive updates - maintain consistent agendas and follow-ups - engage cross-functional Directly Responsible Individuals (DRIs) early.

• Focus on customer success - safeguard retention - enhance adoption - fulfill engagement and Quarterly Business Review (QBR) expectations.

• Commercial influence - pinpoint and advance opportunities alongside Sales - consistently document in SFDC and Vitally.

• Complexity management and problem-solving - convert ambiguity into actionable plans - minimize rework through meticulous attention to detail.

• Excellence in operations - maintain Vitally as the official system of record - ensure seamless transitions.

• Proficiency in AI - leverage AI to draft customer communications, summarize meetings and case contexts, and structure risk summaries; verify facts and commitments; deliver customer-ready outputs without additional rework.

• Coordination across multiple products - oversee dependencies at a high level to ensure customers perceive complexity as managed.

• Impact on the team - contribute visibly through customer-facing initiatives and informal mentoring.

⛳️ Requirements

• Experience in Customer Success or Account Management within Payroll and/or HR Technology in complex B2B SaaS environments.

• Strong stakeholder management skills and concise written communication abilities.

• Capability to identify risks early and execute structured mitigation strategies.

• Comfortable leading coordination efforts across various teams and product lines.

• Utilizes AI as a human-in-the-loop assistant for preparation, synthesis, and drafting - confirms information against authoritative documents before dispatching any communications.

• Proficient in both written and spoken English.

🏝️ Benefits

• Work from any location.

• Flexible paid time off.

• Flexible working hours (we operate asynchronously).

• 16 weeks of paid parental leave.

• Access to mental health support services.

• Stock options available.

• Learning budget provided.

• Home office budget and IT equipment supplied.

• Budget allocated for local in-person social events or co-working spaces.