Customer Success Manager, MM​/Ent

Position: Pay Customer Success Manager, MM/Ent
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Pay Customer Success Manager, MM/Ent in India.

We are seeking a Customer Success professional to manage a portfolio of mid-market and enterprise customers across payroll and HR-related solutions in a global, fully remote environment. In this role, you will own post-sales customer outcomes end-to-end, ensuring strong adoption, retention, and long-term value realization across multiple products. You will act as the primary strategic partner for customers, proactively identifying risks, coordinating internal teams, and ensuring seamless execution across complex, multi-product environments.

This position requires strong commercial awareness combined with structured problem-solving and the ability to navigate ambiguity in fast-moving SaaS operations. You will collaborate closely with Sales, Operations, Product, and Support teams to ensure customer success and sustainable growth. This is a high-impact role where ownership, proactive communication, and operational discipline directly influence customer satisfaction and business performance.

Accountabilities

Own a portfolio of mid-market and enterprise customers across payroll, EOR, and adjacent HR products, ensuring strong retention and adoption outcomes.
Manage the full post-sales lifecycle, including onboarding support, ongoing engagement, renewal risk management, and expansion opportunity identification.
Act as the primary point of contact for customer success activities, ensuring proactive communication, structured agendas, and consistent follow-ups.
Identify and mitigate customer risks early by building structured action plans and coordinating cross-functional stakeholders.
Drive customer engagement through QBRs, performance reviews, and ongoing value tracking aligned with customer goals.
Collaborate closely with Sales to surface expansion opportunities and ensure accurate documentation in CRM and customer success platforms.
Ensure operational excellence through accurate system usage, clean handovers, and consistent data hygiene across tools such as Vitally and Salesforce.
Translate complex customer needs and ambiguity into clear execution plans while minimizing operational friction.
Coordinate across multiple internal teams to ensure seamless resolution of customer issues and dependencies.
Contribute to team effectiveness through informal mentoring, best practice sharing, and participation in customer-facing initiatives.

Requirements

Proven experience in Customer Success, Account Management, or similar client-facing roles within Payroll, HR Tech, or complex B2B SaaS environments.
Strong understanding of payroll, EOR, or HR systems and multi-product SaaS ecosystems.
Demonstrated ability to manage enterprise or mid-market customer portfolios with accountability for retention and growth.
Excellent stakeholder management and communication skills, both written and verbal, in English.
Strong ability to identify risks early, structure mitigation plans, and drive cross-functional alignment.
Experience working across distributed teams and coordinating multiple internal stakeholders effectively.
Comfortable operating in fast-paced, global, and asynchronous work environments.
Strong analytical mindset with the ability to translate data and customer signals into actionable insights.
High level of autonomy, ownership, and operational discipline in managing customer outcomes.
Familiarity with CRM and customer success tools such as Salesforce and Vitally.
Ability to use AI tools to support drafting, synthesis, and preparation while ensuring accuracy and alignment with source-of-truth information.

Benefits

Annual salary range between €32,200 and €72,400 EUR, depending on experience and location.
Fully remote work with flexibility to work from anywhere.
Flexible working hours in an asynchronous environment.
Flexible paid time off to support work-life balance.
16 weeks of paid parental leave.
Stock options and long-term equity participation.
Learning and development budget for continuous professional growth.
Home office setup and IT equipment support.
Mental health and wellbeing support…