Payroll Customer Success Manager (HR Tech)

TL;DR

Payroll Customer Success Manager (HR Tech): Managing customer relationships for global payroll and HR products, focusing on retention, expansion, and satisfaction with an accent on identifying upselling/cross-selling opportunities and proactive issue resolution. Focus on ensuring long-term customer success, educating clients on payroll processes, and gathering feedback for product enhancements.

Location: Fully hirify.global (global), with a preference for applicants from South America.

Salary: $46,600–$118,000 USD per year

Company

hirify.global is a product company providing an HR platform to help organizations manage global employment compliantly and with ease.

What you will do

• Develop deep understanding and expertise for hirify.global's Payroll and HR products and services.
• Manage the entire customer journey, focusing on payroll services for long-term partnerships.
• Own client retention and expansion within payroll products and services.
• Identify upselling and cross-selling opportunities, promoting new payroll features.
• Monitor customer complaints and assist in solving global payroll product concerns.
• Gather and share customer feedback with relevant teams to enhance product and customer experience.
• Educate and train customers on key payroll information and processes.
• Monitor account and customer health, prevent churn, and manage escalations related to payroll issues.

Requirements

• Extensive expertise in CSM or account management roles in international Payroll/HR tech, ideally within Global Payroll and HRIS products.
• Solid knowledge of Global Payroll and HR Tech software and tools.
• Experience overseeing cross-department programs with excellent organizational abilities to support multiple complex projects.
• Proven track record of onboarding, growing, retaining, and developing customers.
• Clear ability to identify, engage, and build strong relationships with key stakeholders.
• Excellent verbal and written communication and demonstration skills.
• Strong ownership and initiative to independently drive complex HR/Payroll projects.
• English: Required for all communications and applications.

Nice to have

• Knowledge of how global organizations and startups work.
• Readiness to work in a fast-paced environment.
• Understanding and experience of hirify.global working.

Culture & Benefits

• Work from anywhere with flexible paid time off and working hours (asynchronous).
• 16 weeks paid parental leave.
• Mental health support services and stock options.
• Learning budget, home office budget, and IT equipment.
• Budget for local in-person social events or co-working spaces.
• Emphasis on life-work balance, employee growth, and a diverse, inclusive environment with ERGs.

Hiring process

• Interview with recruiter.
• Interview with future manager.
• Interview with team members (no managers present).
• Bar Raiser Interview.
• Prior employment verification check.