Payroll-Centric Customer Success Manager

Socket.dev; Austin (TX); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Unlimited PTO

Healthcare (Medical, Dental, Vision)

401k Match

Parental Leave

Laptop provided

Job summary

Fourth seeks a Customer Success Manager, Payroll to own adoption, retention, and expansion for Payroll and PEO accounts with deep payroll domain expertise. This specialist track requires distinguishing Payroll, PEO, Tax, and Benefits issues and routing compliance‑critical items through the proper channels to avoid churn.

This role focuses on a smaller, high‑complexity portfolio with coordination with Payroll Operations, Tax, and Benefits teams, ensuring timely payroll runs and accurate tax

Qualifications

• 1–3+ years of experience in customer success or account management specifically with payroll, PEO, or HCM accounts — general SaaS CS experience alone is not a substitute.
• Working understanding of Payroll and/or PEO fundamentals — wage/hour basics, tax filing cadence, benefits administration — sufficient to distinguish Payroll, PEO, Tax, and Benefits issues correctly when triaging.
• Experience supporting large or medium‑sized accounts (higher complexity, lower volume) rather than pure high‑volume SMB motion.
• Comfortable operating under compliance‑critical escalation protocols — knows what requires Compliance/Legal sign‑off versus what can be resolved directly.
• Proficiency in Salesforce; familiarity with Zendesk and NetSuite is a plus.
• Comfortable using AI‑enabled CS/adoption tooling (health scoring, workflow automation) as part of daily account management.
• Exceptional written/verbal communication; able to explain payroll and compliance topics clearly to non‑technical customer stakeholders.
• Data‑driven mindset for interpreting payroll accuracy and filing‑timeliness metrics against each customer’s stated objective.

Responsibilities

• Own an assigned portfolio of ~75–125 large and medium-sized Payroll and PEO accounts across the customer lifecycle — onboarding through renewal.
• Define the value moment for each account in payroll-specific terms — first clean payroll run, accurate tax setup, on‑time filing, compliant benefits enrollment — and track progress against that objective, not generic usage volume.
• Partner with Payroll Operations, Tax, and Benefits teams to monitor onboarding progress and ensure customers hit payroll‑specific adoption milestones quickly.
• Monitor payroll accuracy rate and filing timeliness as leading indicators — payroll errors in the first 90 days are a high‑signal predictor of churn for this segment.
• Correctly distinguish Payroll, PEO, Tax, and Benefits issues when triaging customer concerns, and flag anything compliance‑critical immediately per the 24‑hour escalation SLA — compliance‑critical items require Compliance Lead and Legal sign‑off before any resolution.

Skills

Payroll knowledge

Compliance awareness

Salesforce proficiency

Communication skills

Data-driven mindset

Tools

Salesforce

Zendesk

NetSuite

Job description

Fourth seeks a Customer Success Manager, Payroll to own adoption, retention, and expansion for Payroll and PEO accounts with deep payroll domain expertise. This specialist track requires distinguishing Payroll, PEO, Tax, and Benefits issues and routing compliance‑critical items through the proper channels to avoid churn.

This role focuses on a smaller, high‑complexity portfolio with coordination with Payroll Operations, Tax, and Benefits teams, ensuring timely payroll runs and accurate tax