Customer Success Manager II, Payroll
New
T
ToastPayroll Technology
Remote, USFull-TimeMiddle
Salary59,000 - 122,000 USD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- Project ManagementCustomer SuccessAccount ManagementCRM
Requirements
- 2+ years of Account Management experience, responsible for customer satisfaction, churn mitigation and business operations
- Expert knowledge of B2B Payroll Processes & Fundamentals - inclusive but not limited to - pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions
- Significant experience within Payroll and Tax Operations in a customer facing role
- Case / Queue Management Experience - responsible for organization, data hygiene and prioritization management
- Success operating independently and navigating competing priorities in a constantly changing environment
- General technical proficiency using a variety of software
- Proven track record of success in meeting and exceeding goals
- Self starter & ability to work autonomously - ability to dive into complex customer scenarios and forge a path forward
- Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills
- Flexibility & adaptability to change
- Problem solving mindset - critical & creative thinker
Responsibilities
- Build trust through high-touch, live video interactions across all lifecycle stages.
- Drive renewal conversations, expand SaaS revenue, and execute churn/downsell save motions through consultative strategies.
- Synthesize client feedback, pain points, and product usage to advocate for customer needs with leadership and internal teams.
- Act as a subject matter expert across the Payroll Product Suite, Employee Cloud, Core POS, and partner integrations.
- Project-manage intricate technical issues to full resolution alongside cross-functional partners.
- Analyze tech stacks and workflows to recommend continuous payroll process improvements for clients and internal teams.
- Monitor product usage data to deliver targeted presentations, education, and trainings that drive adoption.
- Simplify complex technical messaging to ensure customers realize the full value of the service offering.
- Leverage AI and internal tools to optimize daily workflows and scale customer support efforts.
- Maintain strict administrative rigor through CRM data entry, calendar management, and accurate reporting.
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