Own a book of digital and core accounts and support their full post-sale journey using email campaigns, in-app messaging, and resource-driven content
Deliver onboarding and support at scale, ensuring timely employee registration, usage milestones, and successful first pay periods
Track customer progression through key stages and proactively address stalls, risks, or signals of churn using digital playbooks
Monitor inbound tickets and ensure fast, effective responses using automation and macros where possible
Coordinate with Support and Ops to reduce resolution time and improve experience during early lifecycle stages
Drive early value through a balance of education, self-service enablement, and responsive support
Monitor behavior across employee registration, transfer patterns, and support usage to identify friction points or disengagement
Use data to identify trends in churned employee counts and work cross-functionally to address root causes
Regularly evaluate messaging, content, and workflow effectiveness to improve retention at scale
Collaborate with Sales and internal stakeholders to support account expansion and renewals
Help design and improve webinars, help center content, onboarding templates, and proactive lifecycle messaging
Partner with internal teams to refine segment-specific journeys and touchpoints based on evolving data and needs

2-4 years in Customer Success, Implementation, or a scaled digital success role
Proven experience managing high-volume books using automation, digital tools, or customer marketing tactics
Strong data analysis skills and comfort working with success metrics and customer engagement data
Excellent communication and problem-solving skills across asynchronous and self-service channels
Familiarity with Salesforce, customer messaging platforms, and internal support tooling
Interest or experience in payroll, financial wellness, or HR tech is preferred

Customer Success Manager

Key skills