Pay Customer Success Manager, MM/Ent

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Pay Customer Success Manager, MM/Ent in Ireland.

We are seeking a Customer Success professional to manage a portfolio of mid-market and enterprise customers across payroll and HR-related solutions in a global, fully remote environment. In this role, you will own post-sales customer outcomes end-to-end, ensuring strong adoption, retention, and long-term value realization across multiple products. You will act as the primary strategic partner for customers, proactively identifying risks, coordinating internal teams, and ensuring seamless execution across complex, multi-product environments. This position requires strong commercial awareness combined with structured problem-solving and the ability to navigate ambiguity in fast-moving SaaS operations. You will collaborate closely with Sales, Operations, Product, and Support teams to ensure customer success and sustainable growth. This is a high-impact role where ownership, proactive communication, and operational discipline directly influence customer satisfaction and business performance.

• Own a portfolio of mid-market and enterprise customers across payroll, EOR, and adjacent HR products, ensuring strong retention and adoption outcomes.
• Manage the full post-sales lifecycle, including onboarding support, ongoing engagement, renewal risk management, and expansion opportunity identification.
• Act as the primary point of contact for customer success activities, ensuring proactive communication, structured agendas, and consistent follow-ups.
• Identify and mitigate customer risks early by building structured action plans and coordinating cross-functional stakeholders.
• Drive customer engagement through QBRs, performance reviews, and ongoing value tracking aligned with customer goals.
• Collaborate closely with Sales to surface expansion opportunities and ensure accurate documentation in CRM and customer success platforms.
• Ensure operational excellence through accurate system usage, clean handovers, and consistent data hygiene across tools such as Vitally and Salesforce.
• Translate complex customer needs and ambiguity into clear execution plans while minimizing operational friction.
• Coordinate across multiple internal teams to ensure seamless resolution of customer issues and dependencies.
• Contribute to team effectiveness through informal mentoring, best practice sharing, and participation in customer-facing initiatives.

Requirements

• Proven experience in Customer Success, Account Management, or similar client-facing roles within Payroll, HR Tech, or complex B2B SaaS environments.
• Strong understanding of payroll, EOR, or HR systems and multi-product SaaS ecosystems.
• Demonstrated ability to manage enterprise or mid-market customer portfolios with accountability for retention and growth.
• Excellent stakeholder management and communication skills, both written and verbal, in English.
• Strong ability to identify risks early, structure mitigation plans, and drive cross-functional alignment.
• Experience working across distributed teams and coordinating multiple internal stakeholders effectively.
• Comfortable operating in fast-paced, global, and asynchronous work environments.
• Strong analytical mindset with the ability to translate data and customer signals into actionable insights.
• High level of autonomy, ownership, and operational discipline in managing customer outcomes.
• Familiarity with CRM and customer success tools such as Salesforce and Vitally.
• Ability to use AI tools to support drafting, synthesis, and preparation while ensuring accuracy and alignment with source-of-truth information.

Benefits

• Annual salary range between €32,200 and €72,400 EUR, depending on experience and location.
• Fully remote work with flexibility to work from anywhere.
• Flexible working hours in an asynchronous environment.
• Flexible paid time off to support work-life balance.
• 16 weeks of paid parental leave.
• Stock options and long-term equity participation.
• Learning and development budget for continuous professional growth.
• Home office setup and IT equipment support.
• Mental health and wellbeing support services.
• Budget for co-working spaces or local in-person events.
• Inclusive, global work culture built around autonomy, ownership, and impact.