Pay Customer Success Manager, MM/Ent

Responsibilities

• Accountability & autonomy - own book outcomes end-to-end inside guardrails - run renewal-risk plans when signals surface
• Communication & collaboration - proactive updates - consistent agendas and follow-ups - align cross-functional DRIs early
• Customer outcomes - protect retention - drive adoption - meet engagement/QBR expectations
• Commercial impact - identify and progress opportunities with Sales - document consistently in SFDC + Vitally
• Complexity & problem solving - translate ambiguity into a plan - reduce rework through disciplined detail
• Operational excellence - Vitally hygiene as system of record - clean handovers
• AI fluency - uses AI to draft customer comms, summarize meetings/case context, and structure risk summaries; verifies facts and commitments; ships customer-ready outputs without added rework
• Multi-product coordination - manage dependencies at a high level so customers feel complexity is handled
• Team impact - visible contribution via customer-facing projects and informal mentoring
• Practicals
• You'll report to: Senior Manager, Pay & HCM Customer Success
• Team: Sales - Customer Success
• Location : For this position we welcome everyone to apply, but we will prioritize applications from EMEA.
• Start date: As soon as possible
• Application process
• Exercise stage
• Interview with recruiter
• Interview with future manager
• Interview with team members (no managers present)
• Bar Raiser Interview
• Prior employment verification check
• The annual salary range for this full-time position is
• €32.200-€72.400 EUR

Requirements

• CS/AM experience in Payroll and/or HR Tech in complex B2B SaaS
• Strong stakeholder management and crisp written communication
• Ability to diagnose risk early and run structured mitigation
• Comfortable coordinating across multiple teams and products
• Uses AI as a human-in-the-loop assistant for prep, synthesis, and drafting - validates against source-of-truth docs before sending any comms.
• Writes and speaks fluent English.
• Key Responsibilities
• Accountability & autonomy - own book outcomes end-to-end inside guardrails - run renewal-risk plans when signals surface
• Communication & collaboration - proactive updates - consistent agendas and follow-ups - align cross-functional DRIs early
• Customer outcomes - protect retention - drive adoption - meet engagement/QBR expectations
• Commercial impact - identify and progress opportunities with Sales - document consistently in SFDC + Vitally
• Complexity & problem solving - translate ambiguity into a plan - reduce rework through disciplined detail
• Operational excellence - Vitally hygiene as system of record - clean handovers
• AI fluency - uses AI to draft customer comms, summarize meetings/case context, and structure risk summaries; verifies facts and commitments; ships customer-ready outputs without added rework
• Multi-product coordination - manage dependencies at a high level so customers feel complexity is handled

Benefits

Additional Information

About Remote Remote is solving modern organizations' biggest challenge - navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote. With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role. We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform. If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work! 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 Pay Customer Success Manager , as part of our Customer Experience team. Independent owner of day-to-day outcomes across a portfolio spanning Payroll + EOR + adjacent products. Runs the standard post-sales motion - proactive engagement, adoption, and structured risk management. What you bring CS/AM experience in Payroll and/or HR Tech in complex B2B SaaS Strong stakeholder management and crisp written communication Ability to diagnose risk early and run structured mitigation Comfortable coordinating across multiple teams and products Uses AI as a human-in-the-loop assistant for prep, synthesis, and drafting - validates against source-of-truth docs before sending any comms. Writes and speaks fluent English.

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