Pay Customer Success Manager, SMB

Responsibilities

• Accountability & autonomy - owns renewals, churn mitigation, and core SMB motions end-to-end for a large book of business; escalates early with context without offloading ownership
• Communication & collaboration - provides timely, clear customer and internal updates; runs structured operating rhythms; aligns DRIs across Sales and required verticals and closes loops consistently
• Customer outcomes - drives onboarding/adoption outcomes and Success Plans; translates customer goals into measurable milestones and tracks progress
• Escalation & risk management - identifies churn signals early; runs mitigation plans; escalates only when blockers are clear and the ask is explicit
• Commercial impact - surfaces qualified upsell/cross-sell signals (e.g., adjacent products where applicable) during QBRs and renewal conversations; documents and routes correctly to Sales/AMs
• Operational excellence - maintains Vitally + Salesforce as SSOT (pulses, risk tags, notes, next steps) with zero reminders; produces clean handovers for PTO/coverage per SOPs
• Scalability & automation - consistently uses approved playbooks, automation, and templates to sustain cadence across a high-volume book; shares practical learnings with the pod
• 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
• Practicals
• You'll report to: Senior Manager, Pay & HCM Customer Success
• Team: Customer Success
• Location : For this position we welcome everyone to apply, but we will prioritize applications from LATAM
• Start date: As soon as possible
• Application process
• Take home test
• Interview with recruiter
• Interview with future manager
• Interview with Senior Director
• Bar Raiser Interview
• Prior employment verification check
• This salary range is OTE. The role offers 80% base salary and 20% variable compensation (commission/bonus).
• 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, transfe

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. Owns the full post-sales customer lifecycle for a high-volume SMB book across Payroll + EOR + adjacent products. Runs the standard post-sales motion end-to-end with high operational rigor - proactive engagement, adoption, and structured churn-risk management - while partnering tightly with Sales on renewals and expansion signals. What you bring CS/AM experience in complex B2B SaaS (Payroll preferred) or comparable customer-facing ownership Strong written communication and stakeholder management (agendas, follow-ups, decision capture) Ability to identify churn risk early and execute structured mitigation plans Comfort coordinating across multiple teams and product lines (Sales, Implementation, Support, Product, Ops) Consistent CRM + Vitally hygiene as system of record (SSOT) 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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