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Pay Customer Success Manager, SMB

2 days, 11 hours ago
Remote
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM Salesforce
Apply Now
Remote

Remote

Global HR Solutions & Employment Tools for Distributed Teams | Remote Hire international talent in minutes. Remote is the most disruptive global payroll, tax, HR and compliance solution for distributed teams. The easier way to employ internationally 🌍....

Professional Services
251-1K
Founded 2019
$496M raised
View All Jobs 211

Description

  • Own the full post-sales customer lifecycle for a high-volume SMB book of business across payroll, EOR, and adjacent products.
  • Manage renewals, churn mitigation, and core SMB customer success motions end to end with high operational rigor.
  • Drive onboarding and adoption outcomes and translate customer goals into measurable Success Plans.
  • Identify churn signals early and execute structured mitigation plans to reduce risk.
  • Surface qualified upsell and cross-sell opportunities during QBRs and renewal conversations and route them to Sales or AMs.
  • Maintain Vitally and Salesforce as systems of record with accurate notes, risk tags, pulses, and next steps.
  • Provide timely customer and internal updates, run structured operating rhythms, and align stakeholders across Sales, Implementation, Support, Product, and Operations.
  • Use approved playbooks, automation, and templates to sustain cadence across a high-volume book and share practical learnings with the team.
  • Use AI to draft communications, summarize meetings and case context, and structure risk summaries while validating facts against source documents.

Requirements

  • CS/AM experience in complex B2B SaaS, with Payroll experience preferred, or comparable customer-facing ownership.
  • Strong written communication and stakeholder management skills, including agendas, follow-ups, and decision capture.
  • Ability to identify churn risk early and execute structured mitigation plans.
  • Comfort coordinating across multiple teams and product lines, including Sales, Implementation, Support, Product, and Ops.
  • Consistent CRM and Vitally hygiene as the system of record (SSOT).
  • Uses AI as a human-in-the-loop assistant for prep, synthesis, and drafting, and validates outputs against source-of-truth documents before sending communications.
  • Fluent English, spoken and written.
  • Based in or aligned with LATAM is prioritized for this role.
  • Ability to start as soon as possible.
  • Submit application materials in English and upload a CV in PDF format; a LinkedIn profile may be submitted instead if no up-to-date CV is available.

Benefits

  • Annual OTE salary range of $37,300 to $104,850 USD.
  • 80% base salary and 20% variable compensation (commission/bonus).
  • Work from anywhere.
  • Flexible paid time off.
  • Flexible working hours with an async work culture.
  • 16 weeks of paid parental leave.
  • Mental health support services.
  • Stock options.
  • Learning budget.
  • Home office budget and IT equipment.
  • Budget for local in-person social events or co-working spaces.

Interested in this position?

Apply directly on the company website

Apply Now

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