Client Success Manager

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OnPay is seeking a Client Success Manager to serve as a core service liaison and subject-matter expert, leading the end-to-end management and resolution of complex, multi-touch requests and projects. The ideal candidate will have deep payroll knowledge, combined with structured project coordination, and a white-glove approach to customer service. As a Client Success Manager, you will be responsible for ensuring multi-touch and complex inquiries are resolved promptly, conducting project-based touchpoints, reviewing client experiences, and developing actionable success plans.

• Provide phone and ticket support for complex client inquiries, leveraging hands-on expertise for multiple subjects.

• Lead end-to-end operational execution for complex client inquiries requiring sustained, multi-departmental involvement.

• Monitor project milestones, drive internal cross-team accountability, and deliver transparent status updates on a regular cadence.

• Manage and resolve requests through thorough documentation, internal collaboration, and request tracking to ensure resolution.

• Maintain an understanding of other departments' workflows to facilitate project-level client requests efficiently.

• Foster positive relationships with clients through complex and/or time-sensitive issues.

• Maintain an extensive understanding of the OnPay system

• Document client interactions to improve client service quality

• Deliver best practices to clients to help improve the overall experience

• Highly analytical with the ability to research and translate complex information

• Highly organized with strong multitasking skills

• Exceptional verbal and written communication skills, and the ability to manage multiple client requests efficiently

• High sense of urgency and prioritization

• Strong decision-making skills

• Strong ability to build relationships with both internal and external stakeholders

• Exceptional follow-through; former project management experience a plus.

• Highly professional business acumen

• Positive attitude and passion for customer loyalty

• Proven effectiveness in handling technical payroll, tax, and service-related client requests

• Strong domain knowledge in cloud payroll, tax filings, HR software, and SaaS platforms

• Highly motivated and team-oriented

• FPC and/or CPP, preferred

• Four years of relevant work experience in payroll, tax operations, or client success required

• Demonstrated experience delivering high-touch customer service and resolving complex payroll and tax inquiries

• Experience measuring and communicating key customer success metrics

• Momentum that matters:
  We’re backed by over $100MM in new funding and scaling rapidly.

• Market-leading product:
  OnPay consistently ranks among the highest-rated payroll solutions, earning top marks for usability, customer satisfaction, and support.

• Remote flexibility:
  Work from anywhere in the U.S., or join our collaborative HQ team in Atlanta’s Ponce City Market if you reside in the Atlanta metro area.

• Competitive compensation:
  Base salary + bonus + stock options = real upside for high performers.

• Comprehensive benefits: 4 weeks PTO + paid holidays, Medical/Dental/Vision, Short- & Long-Term Disability, Life Insurance, Fertility Benefits, Parental Leave, and a 401(k) with company match.

• Growth culture:
  Join a team with deep employee benefits experience, payroll expertise, market momentum, and a genuine commitment to helping employees grow their careers.

• Client-first ethos:
  OnPay is built on a culture of transparency and service — from our transparent pricing to our commitment to making small business simpler.

• Remote (U.S.) | Atlanta HQ Optional

• Compensation includes a pay range of $30-$35 per hour.

OnPay is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. We want candidates from multiple backgrounds and lifestyles to create a broader set of perspectives. We make all employment decisions without regard to gender, sexual orientation, gender identity, race, color, religion, age, pregnancy, national origin, veteran status, disability, or any other classification protected by applicable laws.