Global Payroll Customer Success Manager - EMEA

<h2><strong>About Remote</strong></h2> <span>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.<br/><br/>We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.</span>   <span>If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work!</span><h2><strong>What this job can offer you</strong></h2> <p>This is an exciting opportunity to join Remote at a pivotal moment and make a meaningful impact in the global employment space as a Payroll (PAY) and HRIS Customer Success Manager. As part of our Global Payroll and HRIS Services Team, you will play a critical role as a trusted advisor and advocate for our customers. In this role, you will not only focus on building and nurturing strong, long-term relationships with customers but also have the unique opportunity to help shape, fine-tune, and improve Remote’s payroll and HRIS products. By collaborating across departments—such as Product, Engineering, and Implementation—you will directly contribute to the ongoing development and success of our payroll solutions. Your ability to foster trust, deliver value, and drive customer engagement will preserve existing business and help transform our customers into life-long partners, enabling their success on a global scale.</p> <h2><strong>What you bring</strong></h2> <ul> <li>Extensive expertise in customer-facing roles within the international Payroll/HR tech space, ideally in a payroll product and tech-focused environment.</li> <li>Strong knowledge of global payroll software, systems, and tools, with an understanding of HR/payroll compliance and regulations.</li> <li>Proven ability to onboard, grow, retain, and develop customer relationships, driving customer satisfaction and success.</li> <li>Skilled in building strong relationships with key stakeholders across all levels of customer and internal organizations to align on business goals.</li> <li>Experience leading and executing cross-departmental projects, with solid organizational abilities to manage multiple priorities and complex projects simultaneously.</li> <li>Strong problem-solving skills with a proactive approach to resolving customer issues and delivering tailored solutions.</li> <li>Excellent verbal and written communication skills, with the ability to convey complex ideas clearly, influence stakeholders, and deliver impactful presentations or product demonstrations.</li> <li>Passion for identifying opportunities to optimize customer experience, including introducing additional features or services that align with customer needs.</li> <li>Adept at monitoring account health by analyzing usage metrics, identifying gaps, and implementing strategies to ensure customer retention and satisfaction.</li> <li>Self-driven and autonomous, with the ability to take ownership of tasks, work independently, and manage priorities with minimal supervision.</li> <li>Experience in working in fast-paced environments.</li> <li>Fluency in English and another European language would be an advantage.</li> </ul> <h2><strong>Key Responsibilities </strong></h2> <ul> <li>Develop deep understanding and expertise for Remote Payroll and HRIS product(s) and services</li> <li>Take responsibility for the entire customer journey, and grow them into long term partners with a direct focus on payroll services.</li> <li>Long-term customer relationship management, ensuring the success and satisfaction of payroll customers.</li> <li>Own client retention &amp; expansion, within payroll products and services.</li> <li>Identifying upselling &amp; 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)</li> <li>Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) and HRIS product(s).</li> <li>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.</li> <li>Work closely with the Payroll and Sales team to help ensure the right expectations are set for payroll customers.</li> <li>Educate and train customers on key payroll information and processes to set them up for success.</li> <li>Monitor account &amp; customer health, preventing churn, and managing escalations, particularly those