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Open nowPosted 215 days ago

Payroll Customer Success Manager

reliablerestorations1 open role

Where
United States
Work mode
Remote
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Your applicationOpen nowPayroll Customer Success Managerreliablerestorations · United States

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 215 days ago

The posting

About Reliable Restorations

Reliable Restorations helps customers get back to normal after property damage by delivering dependable restoration services and a high-touch customer experience. We’re building teams that care deeply about doing the right thing, communicating clearly, and following through—every time. ## Role Overview

As a Payroll Customer Success Manager, you’ll be the primary point of contact for customers using our payroll-related services and processes. You’ll guide customers through onboarding, ensure payroll runs smoothly, resolve issues quickly, and build long-term trust through proactive communication. This role is ideal for someone early in their career who enjoys helping people, learning systems, and turning complex topics into clear next steps. ## What You’ll Do

  • Own customer relationships for assigned accounts, serving as the day-to-day contact for payroll questions and support
  • Support customer onboarding by gathering required information, validating details, and setting expectations for timelines and deliverables
  • Help customers run payroll accurately and on time by coordinating inputs, reviewing common issues, and escalating when needed
  • Troubleshoot payroll-related questions (pay schedules, deductions, taxes, garnishments, timekeeping inputs) and document resolutions
  • Partner with internal teams (payroll operations, HR, finance, and leadership) to resolve customer issues and prevent repeat problems
  • Track customer requests, follow-ups, and outcomes in a CRM or ticketing system to ensure nothing falls through the cracks
  • Proactively identify risks (missing data, upcoming changes, compliance concerns) and communicate clear action plans
  • Contribute to process improvements by updating templates, FAQs, and internal knowledge base articles
  • Monitor customer health signals (responsiveness, recurring issues, satisfaction) and recommend retention or expansion opportunities

What Success Looks Like

  • Customers feel supported, informed, and confident in payroll processes
  • Payroll runs are completed accurately and on schedule with minimal rework
  • Issues are resolved quickly with clear communication and strong documentation
  • You build credibility by being organized, responsive, and solutions-oriented
  • Internal teams trust your handoffs, notes, and prioritization

Required Skills & Qualifications

  • 0–5 years of experience in customer success, customer support, payroll support, HR operations, or a related client-facing role
  • Strong written and verbal communication skills with a customer-first mindset
  • High attention to detail and comfort working with sensitive/confidential information
  • Ability to manage multiple requests at once, prioritize effectively, and meet deadlines
  • Comfort learning new tools and workflows (CRM, ticketing systems, spreadsheets, payroll platforms)
  • Problem-solving approach: you can investigate, ask the right questions, and drive issues to resolution

Nice to Have

  • Exposure to payroll concepts (pay cycles, taxes, deductions, timekeeping) or HR/benefits administration
  • Experience working with a CRM (e.g., HubSpot, Salesforce) or ticketing tools (e.g., Zendesk, Freshdesk)
  • Experience supporting small business customers or multi-location operations
  • Interest in process improvement, documentation, and building repeatable playbooks

Work Location

  • United States (role supports customers across U.S. time zones)
  • Work arrangement (remote/hybrid/on-site) may vary by team needs and will be discussed during the interview process

Why Reliable Restorations

  • Meaningful work supporting customers through critical moments and essential business operations
  • A collaborative environment where clear communication and follow-through are valued
  • Opportunities to grow your skills in customer success, operations, and payroll fundamentals
  • A team that values accountability, empathy, and continuous improvement
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