Pay Customer Success Manager, SMB

Role overview

This is a fully remote, high-impact customer success role for a candidate based in Germany. The position focuses on managing and expanding a substantial SMB customer portfolio across payroll, employer-of-record (EOR), and related global employment products. You will own the post-sale relationship from onboarding through renewal, with the goal of helping customers realize measurable value while supporting retention and growth.

The role blends customer success operations with commercial thinking. You will be expected to spot churn risks early, coordinate recovery actions, and identify expansion potential. Success in this position depends on working well across Sales, Product, Implementation, Support, and Operations in a fast-moving, async-first environment where structured processes and scale matter.

Core accountabilities

• Take full ownership of the post-sales journey for a large SMB book of business, including renewals, retention, and churn prevention across payroll, EOR, and related offerings.
• Lead onboarding, adoption planning, and ongoing success management so customers achieve meaningful outcomes and sustained value.
• Track customer health indicators, detect early warning signs of churn, and carry out structured mitigation plans with clear follow-through.
• Keep CRM and system records accurate and up to date, including tools such as Salesforce and Vitally, with consistent documentation of risks, actions, and next steps.
• Work closely with Sales, Implementation, Support, Product, and Operations to deliver a smooth customer experience and resolve issues efficiently.
• Spot and record opportunities for upselling and cross-selling, route them appropriately to Sales, and support renewal discussions when needed.
• Prepare clear customer communications such as status updates, QBR materials, and internal alignment notes.
• Use templates, playbooks, and automation to manage a large volume of accounts efficiently and consistently.
• Apply AI tools to assist with drafting, synthesis, and customer communication while maintaining accuracy and alignment with source information.

Required experience and abilities

• Background in Customer Success, Account Management, or a similar client-facing role within complex B2B SaaS environments; experience in payroll or HR technology is an advantage.
• Proven capability to manage a sizable SMB portfolio with responsibility for retention and renewal outcomes.
• Excellent written and verbal communication skills, with the ability to produce structured updates, follow-ups, and customer-facing documentation.
• Ability to identify churn risk early and execute organized recovery and mitigation plans.
• Experience working across functions with teams such as Sales, Product, Support, and Operations.
• Strong CRM habits and consistent use of systems such as Salesforce, Vitally, or equivalent tools.
• Analytical, structured approach with the ability to interpret customer information and turn it into practical action.
• Comfort operating in a fast-paced, high-volume, async environment with a strong sense of ownership and accountability.
• Fluency in English, both written and spoken.
• Adaptability and willingness to use AI-enabled tools to improve efficiency and output quality.

Benefits and compensation

• Fully remote setup with flexible, async-first working practices.
• Competitive pay aligned with experience and market standards.
• 16 weeks of paid parental leave.
• Flexible paid time off and adaptable working hours.
• Stock option participation in a fast-growing global company.
• Learning and development budget for professional growth.
• Budget support for home office setup and IT equipment.
• Mental health and wellbeing support services.
• Ability to work from anywhere in the world.
• Inclusive, globally distributed team across multiple continents.

Application and hiring process

This role is advertised on behalf of a partner company, which handles applications and the next stages of the hiring process. Applications are reviewed through an AI-assisted matching process designed to assess candidates against the role’s core requirements. Shortlisted profiles are forwarded to the hiring company, and the final selection process, including interviews or assessments, is managed by that company’s internal team.

Privacy and AI notice

By applying, you acknowledge that your personal data will be processed to assess your candidacy and shared with the hiring employer as part of recruitment activity. This processing is based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection rights at any time.

AI tools may also be used during parts of the hiring workflow, such as reviewing applications, analyzing resumes, or evaluating responses. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are always made by people.