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Customer Relationship Manager

Join the team as a customer relationship manager for payroll within the Customer Service of Pay Fit to drive the activation, retention, and growth of our clients (VSB, SMB, Premium) by becoming their preferred point of contact.

The position is based in France.

Ensure an impeccable customer experience by piloting the onboarding process from start to finish (framing, data collection/verification, configuration, training, and autonomy) to guarantee a quick and compliant start. Then support adoption and retention by developing a trusting relationship, conducting proactive churn prevention actions, and contributing to the development of Premium, with a central focus on the Voice of the Customer to maximize the value created.

Onboarding & Activation

Ensure client activation through key steps (welcome call, first payroll call...), secure prerequisites, anticipate risks, and guarantee a smooth start. Adapt the support according to the segment and level of complexity to maximize the success of the first milestones.

Nurturing / Training

Detect upsell and training opportunities by piloting product adoption and understanding the client context. Identify weak signals (usage, constraints) and trigger positive actions to accelerate autonomy and usage of key features. Orchestrate fluid communication between the client and Pay Fit (support, experts, product…).

Client Retention / Churn

Identify churn risks, conduct root cause diagnostics, build and execute retention action plans, and ensure quality offboarding if necessary. Conduct these often sensitive exchanges with a high level of relational exigence, notably through calls, combining empathy, clarity, and a sense of results.

Premium

Contribute to the development of our Premium clients (more strategic relationship, powerful retention lever, higher expectations in terms of experience, more frequent voice interactions).

• You have 2 to 4 years of experience in customer relations/client account management
• You have at least one experience in payroll in an accounting firm or knowledge in payroll following a degree in HR/payroll
• You have a solid track record in managing the customer relationship, particularly on onboarding, retention, satisfaction, and support, and are comfortable managing Premium clients/paid support
• You are comfortable with Salesforce (or equivalent CRM) and Excel/Google Sheets, with a data-driven posture: you use signals (usage, tickets, satisfaction, revenues…) to identify risks/opportunities and prioritize by business impact
• You show proactivity and adaptability: you anticipate needs, detect weak signals, remain calm in the face of the unexpected, and adapt to various client typologies (VSB, SMB, Premium)
• You are native/bilingual in French
• You have an intermediate level of English (B1/B2 – conversational/professional) allowing you to evolve in an international working context
• You explore and adopt AI tools to optimize your efficiency

The recruitment process:

1. Interview with a recruiter - 45 minutes

2. Live business case interview with Louise and Alexia, team lead - 1 hour 15 minutes

3. Interview with Teddy, director of Customer Relationship Manager - 45 minutes

Verification of antecedents to verify your identity, your diploma, and your past professional experience in the context of ISO
27001 certification.

What We Offer

Work From Anywhere & Flexibility:
We believe this is key to giving the best of yourself and thriving. We offer the flexibility to live and/or work wherever you want in your country of attachment, as well as abroad for a defined period. Certain additional requirements may be applied depending on the nature of the role and the level of experience.

Training and Development:
At Pay Fit, we have a learning platform where you can acquire new skills every day with our support. We also offer English courses to make you more comfortable.

Career Development:
We want you to progress and be free to choose the direction in which you wish to evolve; internal moves are possible.

A varied CSE offer:
Monthly subsidy to spend on culture, sports, personal service vouchers, etc.

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