Customer Success Manager Payroll Specialist

## About the Role The Customer Success Manager (CSM) serves as the primary point of contact for clients & members, ensuring they achieve maximum value from our products and services. This role is responsible for building long-term relationships, driving adoption, and proactively addressing customer needs to reduce churn and increase satisfaction. You will be working closely with the Director of Customer Success on process improvement and automation. This is a high growth opportunity and career progression and ownership of CS is on the horizon for the right individual. ## Responsibilities - Build and maintain strong, long-lasting customer relationships. - Serve as the main liaison between clients and internal teams, advocating for customer needs. - Guide customers through onboarding, training, and implementation to ensure successful adoption. - Support clients through payroll-related workflows, integrations, and time-sensitive processes, ensuring accuracy, compliance, and alignment with benefits administration. - Monitor customer usage and proactively identify opportunities to improve engagement and outcomes. - Address client issues promptly, collaborating with support and product teams to ensure resolution. - Conduct regular business reviews and provide insights to customers on performance and ROI. - Own and manage a portfolio of client accounts post-implementation, driving retention, adoption, and long-term value. - Identify opportunities for account growth, upselling, and cross-selling. - Maintain accurate records of customer interactions in CRM & process management systems. ## Qualifications ### Education & Experience - Bachelor's degree in Business, Communications, Marketing, or related field (or equivalent experience). - 2+ years of experience in customer success, account management, or client-facing roles (preferably in SaaS or technology-driven environments). - Experience with professional services for finance and/or insurance a plus. - Experience working with payroll systems, payroll integrations, or HRIS platforms (e.g., payroll providers, benefits administration, or related services) is a big plus. ### Skills & Competencies - Excellent communication, presentation, and interpersonal skills. - Strong problem-solving and conflict-resolution abilities. - Ability to manage multiple accounts, prioritize effectively, and work in a fast-paced environment. - Proficiency with CRM platforms (e.g., Salesforce, HubSpot, or similar) and customer success tools. - A consultative, customer-first mindset with a focus on delivering measurable value. ## Other Requirements - Occasional travel may be required. - Occasional evening or weekend availability may be required to support client training sessions or critical payroll-related activities. ## What We Offer - Fully remote role. - Competitive salary based on experience. - Performance-based bonuses or commission opportunities. - Comprehensive benefits package including health, dental, and vision insurance. - Retirement plan options. - Paid time off, holidays, and professional development opportunities. ## About the Company First Gen Industries LTD is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by applicable laws. Employment decisions at First Gen Industries LTD are based solely on business needs, job requirements, and individual qualifications.