Payroll Customer Success Manager

Payroll Customer Success Manager

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 not only focus on building and nurturing strong, long-term relationships with customers but also have the unique opportunity to help shape, fine-tune, and improve Remote's payroll and HRIS products. By collaborating across departmentssuch as Product, Engineering, and Implementationyou will directly 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 help 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.
• 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) and HRIS 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 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.

What You Bring

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair 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.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally. The base salary range for this full-time position is 58,700 GBP - 66,000 GBP. 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, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.

Application Process

Our full benefits & perks are explained in our handbook. As a global company, each country works differently, but some benefits / perks are for all Remoters : work from anywhere, flexible paid time off, flexible working hours, 16 weeks paid parental leave, mental health support services, stock options, learning budget, home office budget & IT equipment, 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). 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.

How to Apply

We encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter. 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 chose to. At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check here. Please note we accept applications on an ongoing basis.