Customer Success Manager

About the role

Powerpay is building a modern Customer Success Management function to improve customer health, product adoption, retention and engagement. The Customer Success Manager supports a scalable, one-to-many model for Powerpay customers, focusing on identifying risk, driving adoption of key capabilities, improving outcomes and reducing preventable churn. The role works with Implementation, Support, Product, Sales, Retention and other teams.

Key responsibilities

• Monitor customer health signals (payroll stability, case trends, usage, adoption, sentiment), identify at-risk customers and carry out targeted outreach; keep health and risk data accurate in Salesforce.
• Drive adoption of key capabilities, recommend enablement and workflow improvements, and maintain success plans, value plans and lifecycle playbooks.
• Create and run one-to-many engagement motions such as email campaigns, digital journeys, webinars, templates and knowledge content.
• Support early-life customers with Implementation teams during hypercare, intervening only when a customer becomes at risk.
• Share customer pain points, adoption barriers and feedback with the business, and coordinate with Support, Sales and Retention so that CS does not own sales conversations or expansion outreach.
• Contribute to CS playbooks, dashboards and reporting, and document interventions and follow-ups in Salesforce.

Required profile

• 3-5+ years in customer success, support, implementation, operations, service delivery or account management.
• Experience in SaaS, payroll, HR technology or workflow software preferred; strong Powerpay product knowledge or quick ability to learn it.
• Understanding of customer lifecycle, adoption, retention and customer health.
• Comfortable working in a high-volume, one-to-many environment and with ambiguity.

Required skills

• Strong written and verbal communication, able to simplify complex topics for customers.
• Comfortable with Salesforce, Pendo, dashboards and reporting tools.
• Proven cross-functional collaboration with Implementation, Support, Product, Sales and Retention.