Pay Customer Success Manager, SMB

About Remote

Remote is dedicated to simplifying global employment for modern organizations. We enable businesses of all sizes to recruit, pay, and manage international teams with ease and compliance. Our team operates asynchronously across six continents, united by ambitious goals and a future-focused work culture. Innovation is a core value, with automation and AI integrated into every role. We encourage team members to bring their unique talents, experiences, and cultures to help us build a best-in-class HR platform. If you are energetic, curious, motivated, and ambitious, join us and help define the future of work.

About the Role

This is an exciting opportunity to join Remote as a Pay Customer Success Manager within our Customer Experience team. You will own the post-sales customer lifecycle for a high-volume Small and Medium-sized Business (SMB) portfolio, encompassing Payroll, Employer of Record (EOR), and adjacent products. You will manage the end-to-end post-sales process with a focus on proactive engagement, adoption, and structured churn-risk management, while collaborating closely with Sales on renewals and expansion opportunities.

Key Responsibilities

• Accountability & Autonomy: Own renewals, churn mitigation, and core SMB motions end-to-end for a large book of business. Escalate issues with context without relinquishing ownership.
• Communication & Collaboration: Provide timely and clear customer and internal updates. Manage structured operating rhythms and align stakeholders across Sales and relevant verticals, ensuring consistent follow-through.
• Customer Outcomes: Drive onboarding and adoption, develop Success Plans, and translate customer goals into measurable milestones.
• Escalation & Risk Management: Identify churn signals early, execute mitigation plans, and escalate only when blockers are clear and specific actions are required.
• Commercial Impact: Surface qualified upsell/cross-sell signals during QBRs and renewal conversations, documenting and routing them to the appropriate Sales or Account Management teams.
• Operational Excellence: Maintain CRM systems (e.g., Salesforce, Vitally) as the single source of truth, including updating customer information, risk tags, notes, and next steps. Ensure clean handovers for planned absences.
• Scalability & Automation: Consistently utilize approved playbooks, automation, and templates to manage a high-volume book efficiently. Share practical learnings with the team.
• AI Fluency: Leverage AI tools for drafting customer communications, summarizing meetings and case contexts, and structuring risk assessments. Verify all information and commitments before sending customer-ready outputs.

Requirements

• Customer Success or Account Management experience in complex B2B SaaS, preferably with Payroll experience, or comparable customer-facing ownership.
• Strong written communication and stakeholder management skills, including the ability to create agendas, follow up effectively, and capture decisions.
• Proven ability to identify churn risk early and execute structured mitigation plans.
• Comfort in coordinating across multiple teams and product lines (Sales, Implementation, Support, Product, Operations).
• Proficiency in maintaining CRM systems (e.g., Salesforce, Vitally) as the single source of truth.
• Experience using AI as a human-in-the-loop assistant for preparation, synthesis, and drafting, with a commitment to validating information before communication.
• Fluent written and spoken English.

What We Offer

• Work from Anywhere: Enjoy the flexibility of a fully remote role.
• Flexible Paid Time Off: Manage your time off to suit your needs.
• Flexible Working Hours: Embrace asynchronous work to fit your life.
• Parental Leave: 16 weeks of paid parental leave.
• Mental Health Support: Access to mental health support services.
• Stock Options: Opportunity to participate in company growth.
• Learning Budget: Resources for professional development.
• Home Office & IT Equipment: Support for your remote workspace.
• Social Budget: Funds for local in-person social events or co-working spaces.

Practicals

• Reporting to: Senior Manager, Pay & HCM Customer Success
• Team: Customer Success
• Location: Applications are welcome globally, with a priority for candidates in EMEA.
• Start Date: As soon as possible.

Application Process

1. Take-home test
2. Interview with Recruiter
3. Interview with Hiring Manager
4. Interview with Senior Director
5. Bar Raiser Interview
6. Prior employment verification check