Payroll Customer Success Manager

Remote; Indonesia; Remote; IDR 1.315.258.000 - 1.478.826.000; Full time

Job summary

A global HR tech firm is seeking a Customer Success Manager for their Payroll and HRIS services. This role focuses on fostering long-term customer relationships and enhancing product offerings. Ideal candidates will have expertise in the international payroll space, strong communication skills, and a proactive approach to customer success. Join a fully remote team and help shape the future of global employment.

Benefits

Competitive salary

Remote work opportunities

Local in-person events budget

Qualifications

• Experience in CSM or Account Management within Payroll/HR tech.
• Strong knowledge of payroll compliance and regulations.
• Proven ability to develop customer relationships.

Responsibilities

• Manage the customer journey for payroll services.
• Monitor customer health and prevent churn.
• Build long-term partnerships with clients.

Skills

Customer-facing roles expertise

Global payroll knowledge

Problem-solving skills

Excellent communication

Relationship management

Job description

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 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 opportunity to join Remote at a pivotal moment and make a meaningful impact in the global employment space as a Payroll (PAY) and HRIS Customer Success Manager. As part of our Global Payroll and HRIS Services Team, you will play a critical role as a trusted advisor and advocate for our customers.

In this role, you will focus on building and nurturing strong, long-term relationships with customers and help shape, fine-tune, and improve Remote’s payroll and HRIS products. By collaborating across departments—such as Product, Engineering, and Implementation—you will contribute to the ongoing development and success of our payroll solutions.

Your ability to foster trust, deliver value, and drive customer engagement will preserve existing business and transform our customers into life-long partners, enabling their success on a global scale.

Key Responsibilities:

• Develop deep understanding and expertise for Remote Payroll and HRIS 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 products and services
• Identify upselling & cross-selling opportunities, manage campaigns and product promotion and introduce new payroll features to clients (EOR, Contractor Management, Talent, Equity and HRIS)
• Monitor customer complaints and provide assistance to solve any payroll-related concerns
• Gather customer feedback regularly and share with Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams to improve payroll product and customer experience
• Work closely with Payroll and Sales teams to 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 health, prevent churn, and manage escalations related to payroll issues

What you bring

• Expertise in customer-facing roles such as CSM or Account Management within the international Payroll/HR tech space
• Strong knowledge of global payroll software, systems, and tools, with understanding of HR/payroll compliance and regulations
• Proven ability to onboard, grow, retain, and develop customer relationships, driving satisfaction and success
• Ability to build relationships with stakeholders across all levels to align on business goals
• Experience leading cross-departmental projects and managing multiple priorities
• Strong problem-solving skills and proactive approach to resolving customer issues
• Excellent verbal and written communication; ability to convey complex ideas clearly and influence stakeholders
• Passion for optimizing customer experience and identifying opportunities to add value
• Ability to monitor account health and implement retention strategies
• Self-driven, autonomous, and capable of working independently with minimal supervision
• Experience in fast-paced environments

Remote Compensation Philosophy

Remote’s Total Rewards philosophy aims for fair, unbiased compensation and competitive benefits in all locations. We pay above in-location rates and consider geographic pay differentials as part of our global compensation strategy.

The base salary range for this full-time position is 58,700 GBP - 66,000 GBP. The actual base pay depends on location, skills, experience, and market demands. Salary ranges may change.

We foster internal mobility and review compensation changes for internal moves case by case with the Total Rewards & People Enablement teams.

Application process

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

We offer full benefits and perks as explained in our handbook. Some benefits are available to all Remoters, including a budget for local in-person events or coworking spaces.

How you’ll plan your day (and life)

We work async at Remote, so you can plan your schedule around your life. Read more at remote.com/async.

You will be empowered to take ownership and be proactive. Your life-work balance is important and you will be encouraged to fit work around your needs.

If that sounds like something you want, apply now!

How to apply

• Fill out the form below and upload your CV in PDF format
• Submit your application and CV in English
• If you don’t have an up-to-date CV, you may provide a LinkedIn profile

Remote is an Equal Employment Opportunity employer. We encourage applicants from diverse backgrounds and provide accommodations on request during the interview process.

We may process your data for recruitment purposes in accordance with our privacy notice. By applying, you acknowledge and agree to our data practices.