Customer Success Manager, Payroll – Emerging Accounts

This is a fully remote position, open to applicants in Arizona, +29 more states.

📋 Description

• Manage a designated portfolio consisting of approximately 75–125 large and medium-sized Payroll and PEO accounts, spanning from onboarding to renewal.

• Establish and monitor payroll-specific value milestones, such as the first successful payroll run, precise tax configuration, timely filing, and compliant benefits enrollment.

• Collaborate with Payroll Operations, Tax, and Benefits teams to oversee onboarding and adoption milestones.

• Track payroll accuracy and filing punctuality as key indicators of potential churn.

• Address Payroll, PEO, Tax, and Benefits issues and promptly escalate compliance-critical matters within a 24-hour SLA.

• Recognize and highlight opportunities for expansion and potential renewal risks for commercial follow-up.

• Identify PEO accounts that are at risk with heightened urgency.

• Analyze trends in payroll/PEO customer challenges and recommend enhancements in processes, documentation, and automation.

• Leverage AI-driven adoption and health-scoring tools to uncover risk and expansion signals.

• Keep precise records in Salesforce, Zendesk, and NetSuite as required.

• Work collaboratively across functions including Payroll Operations, Tax, Benefits, Support, and Sales.

• Function independently with minimal daily supervision.

⛳️ Requirements

• 1–3+ years of experience in customer success or account management, particularly with payroll, PEO, or HCM accounts.

• Fundamental understanding of Payroll and/or PEO principles, including wage/hour basics, tax filing schedules, and benefits administration.

• Competence in accurately identifying Payroll, PEO, Tax, and Benefits issues during triage.

• Experience managing large or medium-sized accounts with higher complexity, as opposed to solely high-volume SMB operations.

• Capability to navigate compliance-critical escalation procedures and identify issues needing Compliance/Legal approval.

• Proficient in Salesforce.

• Familiarity with Zendesk and NetSuite is advantageous.

• Comfortable utilizing AI-enabled customer success/adoption tools, health scoring, and workflow automation.

• Outstanding written and verbal communication skills.

• Ability to clearly articulate payroll and compliance subjects to non-technical customer stakeholders.

• Data-driven skill in interpreting payroll accuracy and filing timeliness metrics.

• Ability to work remotely from one of the designated eligible U.S. states.

🏝️ Benefits

• Unlimited PTO.

• Medical, Dental, Vision Insurance.

• 401k Match.

• Parental Leave.

• Laptop and equipment.