Senior Payroll Customer Success Manager - Indiana - Remote

Description

About Remote

Remote is solving modern organizations' biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go) and all of our positions are fully remote.

What This Job Can Offer You

This is an exciting time to join Remote and make a personal difference in the global employment space as a Payroll (PAY) Customer Success Manager and being part of our Customer Success team. The Payroll (PAY) Customer Success Manager acts as the customer's trusted advisor and advocate in the payroll domain. The key to success in this role is to build and grow an ongoing healthy relationship with each customer, to preserve our current business and grow our customers into life‑long partners, with a specific focus on payroll services.

What you bring

• Extensive expertise in CSM or account management roles, in the international Payroll/HR tech space, ideally within Global Payroll and HRIS products and high‑tech environment.
• Solid knowledge of Global Payroll and HR Tech software and tools, with a strong understanding of the global HR Tech environment.
• Experienced in overseeing cross‑department programs, with excellent organizational abilities to support multiple and complex projects, priorities and to manage stakeholders simultaneously.
• Proven track record of onboarding, growing, retaining and developing customers.
• Clear ability to identify, engage, and build strong relationships with key stakeholders across different levels of the customer organizations.
• Excellent verbal and written communication and demonstration skills, with the ability to convey complex ideas clearly, influence stakeholders, and deliver impactful presentations.
• Demonstrate strong ownership and initiative, with the ability to independently drive complex HR/Payroll projects forward, communicate effectively with stakeholders, without the need for close supervision.

We would consider a plus

• Knowledge of how global organizations and start‑ups work.
• Readiness to work in a fast‑paced environment.
• Understanding and experience of remote working.

Key Responsibilities

• Develop deep understanding and expertise for Remote Payroll and HR 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 product 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) 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, Product 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.

Practicals

• You'll report to: Senior Manager, Customer Success
• Team: Pay Customer Success
• Location: EMEA
• Start date: As soon as possible.

Application process

• Exercise
• Interview with recruiter
• Interview with Hiring Manager and Senior CSM
• Interview with Director of CS
• Bar Raiser Interview
• Prior employment verification check

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair unbiased compensation and competitive benefits in all locations in which we operate. Actual compensation may vary based on geographical location, experience, and skill level. However, it will never be below our minimum global compensation mentioned. The compensation below is base salary, the total compensation is base salary + variable (OTE 80/20). Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity 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. 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. The annual salary range for this full‑time position is $37,280—$83,880 USD.

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async)
• 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). Read more at 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. If that sounds like something you want, apply now

How To Apply

• Please fill out the form below and upload your CV with a PDF format.
• We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
• If you don't have an up‑to‑date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

Not only do 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 see here. Please note we accept applications on an ongoing basis.