Customer Relationship Manager

• Deliver a seamless onboarding experience for self-service and managed-service customers
• Build and nurture trusted customer relationships from onboarding through long-term success
• Understand customer goals, challenges, and priorities and create tailored success plans
• Drive product adoption, engagement, measurable outcomes, and return on investment
• Monitor customer health, identify churn risks, and implement retention strategies
• Lead regular customer touchpoints, including Quarterly Business Reviews
• Lead pre-payroll calls with customers requiring additional guidance
• Manage the callback service and resolve customer requests within SLA
• Manage strategic partner relationships through guidance, training, and support
• Identify account-growth opportunities and recommend relevant add-ons
• Participate in price review campaigns and communicate pricing changes
• Collaborate with Sales, Product, and other internal teams
• Champion customer feedback and insights to inform product improvements
• Continuously improve processes, customer outcomes, and customer support

• 3+ years' experience in a customer-facing Customer Success, Account Management, or Relationship Management role within a B2B environment
• Proven track record of building trusted relationships and delivering exceptional customer experiences
• Excellent communication skills, including explaining complex concepts clearly
• Ability to lead commercial conversations confidently
• Ability to handle difficult situations with empathy and composure
• Highly organised and proactive
• Comfortable managing multiple accounts simultaneously
• Genuine customer-first mindset with commercial awareness to identify upsell opportunities
• Willingness to learn payroll fundamentals and become a trusted Pay Fit product expert
• Experience with Salesforce or similar CRMs is a plus
• Analytical approach to customer data is a plus

Demonstrates expertise in customer success management, focusing on building trusted relationships, driving product adoption, and implementing retention strategies. Proficient in managing multiple accounts while delivering exceptional customer experiences and insights to inform product improvements.

• Customer Success Management
• Account Management
• Relationship Management
• Salesforce Experience
• Analytical Approach to Customer Data

• Onboarding Experience Delivery
• Customer Health Monitoring
• Churn Risk Identification
• Retention Strategy Implementation
• Commercial Conversation Leadership
• Upsell Opportunity Identification
• Process Improvement
• Customer Data Analysis

• Excellent Communication Skills
• Empathy and Composure
• Highly Organised
• Proactive Mindset
• Customer-First Mindset

• B2B Environment
• Customer Engagement
• Quarterly Business Reviews
• Customer Feedback
• Product Adoption

• Salesforce
• CRM Software