PayCustomerSuccessManager,SMB

## Accountabilities Own the end-to-end post-sales lifecycle for a large SMB portfolio, including renewals, retention, and churn mitigation across payroll, EOR, and adjacent products. Drive customer onboarding, adoption, and success planning to ensure customers achieve measurable outcomes and long-term value. Monitor customer health signals, proactively identify churn risks, and execute structured mitigation plans with clear accountability. Maintain accurate CRM and system-of-record hygiene (e.g., Salesforce, Vitally), ensuring all customer data, risks, and next steps are consistently updated. Coordinate across Sales, Implementation, Support, Product, and Operations teams to ensure seamless customer experience and issue resolution. Identify and document upsell and cross-sell opportunities, routing them effectively to Sales while supporting renewal conversations. Produce clear, structured customer communication, including updates, QBRs, and internal alignment notes. Use automation, templates, and playbooks to scale engagement across a high-volume book of business efficiently. Leverage AI tools to support drafting, synthesis, and customer communication while ensuring accuracy and alignment with source data. Requirements: Experience in Customer Success, Account Management, or similar client-facing roles in complex B2B SaaS environments (Payroll or HR tech is a plus). Proven ability to manage a large portfolio of SMB customers with ownership over renewals and retention outcomes. Strong communication skills, both written and verbal, with the ability to structure clear updates, follow-ups, and customer-facing documentation. Ability to identify churn risk early and execute structured mitigation and recovery plans. Experience working cross-functionally with multiple teams including Sales, Product, Support, and Operations. Strong CRM discipline with consistent use of tools such as Salesforce, Vitally, or equivalent systems. Analytical and structured mindset with the ability t