Customer Success Manager – Payroll, Benefits & HR Operations
About the Role
You will own a portfolio of clients and guide them through the full customer lifecycle, from onboarding and implementation to ongoing payroll, benefits, and HR operations. You will act as the primary point of contact, resolve complex compliance and payroll issues across jurisdictions, and translate regulations into clear operational guidance. You will design and apply AI-assisted process improvements, create and maintain documentation and run feedback loops with product and engineering to prioritize client-facing fixes. You will manage vendor interactions, support benefits administration and new-country launches, and keep accurate HR records while ensuring compliance.
Requirements
- 5+ years of experience in HR Payroll or Benefits operations within Customer Success Account Management EOR PEO broker or similar
- Proven ability to manage client relationships end to end from onboarding through renewal
- Practical experience using AI to transform CS processes including prompt design A/B evaluation risk controls and change management
- Strong written and verbal communication with ability to translate complex regulations into actionable guidance
- Demonstrated track record driving process improvements and implementing scalable solutions with limited resources
- Ability to work independently manage multiple priorities and adapt to a fast changing startup environment
- Familiarity with US benefits programs including ACA ERISA and COBRA and payroll practices
- Willingness to learn regulatory requirements for other regions EU APAC or LATAM
- Comfort with data analysis to support client strategy (nice to have)
- Located in or able to work within a North America time zone (preferred)
Responsibilities
- Own and manage a portfolio of client accounts
- Champion customer relationships and provide white glove service
- Act as primary liaison through CRM Slack and live meetings
- Guide clients through benefits setup payroll processing and HR compliance
- Oversee payroll operations to ensure accurate timely processing and correct deductions
- Support global benefits administration including enrollments renewals and vendor management
- Manage onboarding leave management and offboarding while maintaining accurate records
- Audit and redesign CS workflows with AI assisted steps to reduce handling time
- Create and maintain internal and external process documentation
- Establish feedback loops with Product and Engineering to drive product improvements
- Collaborate cross functionally to automate standardize and scale operations