Senior Payroll Customer Success Manager - AMER

Referral Board; Teletrabalho; BRL 250.000 - 635.000; Tempo integral

Resumo da oferta

A leading remote employment solutions firm seeks a Senior Payroll Customer Success Manager to enhance customer relationships and provide expertise in payroll services. This role emphasizes building long-term partnerships and directly managing client engagement for payroll solutions. Ideal candidates should have extensive experience in account management within the international payroll domain, excellent communication skills, and a proactive approach to problem-solving. This position offers flexibility in a fully remote environment and competitive compensation.

Serviços

Competitive salary

Flexible work hours

Professional development budget

Qualificações

• Extensive expertise in CSM or account management roles in international payroll.
• Solid knowledge of Global Payroll and HR Tech software.
• Proven track record of onboarding and developing customers.

Responsabilidades

• Own client retention and expansion within payroll services.
• Manage customer complaints and provide solutions.
• Educate customers on payroll processes.

Conhecimentos

Expertise in account management

Knowledge of Global Payroll and HR Tech

Strong communication skills

Relationship management

Descrição da oferta de emprego

Senior Payroll Customer Success Manager - AMER

South America

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.

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 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 CSM or account management roles, in the international Payroll/HR tech space, ideally within Global Payroll and HRIS products and high‑tech environment.
• Solid knowledge of Global Payroll and HR Tech software and tools, with a strong understanding of the global HR Tech environment.
• Experienced in overseeing cross‑department programs, with excellent organizational abilities to support 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.
• Demonstrate strong ownership and initiative, with the ability to independently drive complex HR/Payroll projects forward, communicate effectively with stakeholders, without the need for close supervision.

We would consider a plus:

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

Key Responsibilities

• Develop deep understanding and expertise for Remote Payroll and HR 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, Product 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: Senior Manager, Customer Success
• Team: Pay Customer Success
• Location: Preferentially South America, but open to all qualified candidates.
• Start date: As soon as possible

Application process

• Interview with recruiter
• Interview with future manager
• Interview with team members (no managers present)

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.

The annual salary range for this full‑time position is $46,600 - $118,000 USD. Our full benefits & perks are explained in our handbook at atremote.com/r/benefits. Some benefits/perks are available to all Remoters, including a budget for local in‑person social events or co‑working spaces.

How you’ll plan your day (and life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life‑work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

How to apply

• Please fill out the form below and upload your CV in PDF, DOC/DOCX, TXT, or RTF format.
• We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
• If you don’t have an up‑to‑date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.
• We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you choose to.
• Please note we accept applications on an ongoing basis.

Remote is an Equal Employment Opportunity employer. We celebrate diversity and encourage people from all backgrounds to apply.