What this job can offer you

This is an exciting time to join Remote and make a personal difference in the global employment space as a Payroll (PAY) Customer Success Manager and being part of our Customer Success team. The Payroll (PAY) Customer Success Manager acts as the customer’s trusted advisor and advocate in the payroll domain. The key to success in this role is to build and grow an ongoing healthy relationship with each customer, to preserve our current business and grow our customers into life-long partners, with a specific focus on payroll services.

What you bring

• Extensive expertise in customer-facing roles, preferably in the international Fintech/Payroll/HR tech space, ideally within payroll product and tech-focused environment.
• Solid knowledge of global payroll software and tools, with a strong understanding of global payroll systems and services.
• Experienced in leading, planning, executing, and overseeing cross-department programs, with excellent organizational abilities to drive multiple and complex projects, priorities and to manage stakeholders simultaneously.
• Proven track record of onboarding, growing, retaining and developing customers
• Clear ability to identify, engage, and build strong relationships with key stakeholders across different levels of the customer organizations.
• Excellent verbal and written communication and demonstration skills, with the ability to convey complex ideas clearly, influence stakeholders, and deliver impactful presentations.
• Extensive experience presenting to customers and stakeholders about HR/Payroll-related matters.
• Excellent attention to detail, particularly in HR/Payroll compliance and regulations.
• A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer projects.

• Knowledge of how global organizations and start-ups work.
• Readiness to work in a fast-paced environment.
• Understanding and experience with remote working.

Key Responsibilities

• Develop deep understanding and expertise for Remote Payroll product(s) and services
• Take responsibility for the entire customer journey, and grow them into long term partners with a direct focus on payroll services.
• Long-term customer relationship management, ensuring the success and satisfaction of payroll customers.
• Own client retention & expansion, within payroll product and services.
• Identifying upselling & cross-selling opportunities, managing campaigns and product promotion and introducing new payroll features to our client/complementary products (EOR, Contractor Management, Talent, Equity and HRIS)
• Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) product(s).
• Gather customer feedback regularly and share with our Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams, with a focus on payroll product and customer experience enhancements.
• Work closely with the Payroll and Sales team to help ensure the right expectations are set for payroll customers.
• Educate and train customers on key payroll information and processes to set them up for success.
• Monitor account & customer health, preventing churn, and managing escalations, particularly those related to payroll issues.

Practicals

• You'll report to: Manager, Core CSM
• Team: Customer Success Management
• Location: DACH region
• Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is $45,000 USD to $126,600 USD. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

Application process

1. Written test
2. Interview with recruiter
3. Interview with manager & peer
4. Interview with Director of CS
5. Interview with GM, Payroll
6. Offer
7. Prior employment verification check