Manager, Customer Success – Payroll

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking “Apply” takes you to Swooped to review the role and hiring company details.

About the Opportunity

The company creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

The Customer Success team strives to maximize customer value in service of protecting company revenue, while creating raving fans and successful restaurants.

As a Manager of Payroll Success, the individual will hire, develop, coach, and manage a team of Customer Success Managers with a core focus on Payroll. This role requires leadership and motivation of high-performing professionals to exceed their goals, bringing high levels of empathy, business acumen, and technical aptitude. The ideal candidate is solution-oriented with a history of process improvement and change management.

The team is well versed in all aspects of the company’s offerings and the customer journey. As a manager of the Payroll Success Team, the individual will be responsible for supporting valuable Payroll Customers by building and scaling processes to support specific regions and customer profiles. This team is focused on driving customer impact at scale, protecting against product downsell, and operating in a pod-based, queue format.

Customer Success Managers will be assigned approximately 500 accounts each and work in a larger pod where all accounts will be covered by a dedicated team of individuals to support long-term relationship management at scale. The role involves coaching to deliver excellence in de-escalation and technical problem-solving, while maintaining proactive outreach at certain inflection points in the customer journey to help drive value towards company OKRs at scale.

Additional responsibilities include oversight and coaching for productivity, customer satisfaction, metrics analysis, performance management, and downsell prevention. This includes managing cross-functional relationships with Tax Onboarding, Customer Care, Sales, Payroll Onboarding, Banking, Product, and Operations in ways that drive the EC CSS team’s performance and customers’ success through their payroll post-live journey.

For those who enjoy managing and building a team and are excited about helping operators grow their businesses, this is the role.

Key Responsibilities

• Manage a team of 8 or more PSMs (Payroll Success Managers) to provide the best-in-class customer experience while exceeding growth and retention goals.
• Work closely with cross-functional partners to ensure proper alignment on pursuing opportunities towards topline OKRs.
• Work closely with cross-functional partners in Product, Education, Strategy/Operations & Professional Services to drive the highest levels of customer success throughout the post-live customer journey and retain valuable payroll customers.
• Report on team and customer trends with a focus on product usage and opportunities, and overall customer sentiment and feedback.
• Build, iterate, and streamline playbooks, processes, and workflows.
• Develop and implement innovative ways to work smarter and scale the team.
• Constantly identify new and improved ways to deliver delight across customers.
• Act as a point of escalation for customer concerns and acute issues.
• Be an ambassador for the company culture, helping to ensure a high bar for performance and a trusting, collaborative, and fun environment.

Required Qualifications

• 5 years in Customer Success or Account Management in the SaaS industry.
• 2 years of experience successfully managing high-performing teams of customer success managers, account managers, sales reps, care reps, or onboarding consultants in the payroll or technology industry.
• Expert knowledge of Payroll Processes & Fundamentals, inclusive but not limited to pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions.
• Significant knowledge of the Payroll, Tax, and HR industry standards.
• Experience managing programs or large process improvement projects.
• Excellent communication, interpersonal, and writing skills.
• Love for developing people in a high-growth environment.
• Enthusiastic about technology with demonstrated technical aptitude.
• Strong project management skills and an ability to multitask.
• Creative, analytical, and execution-oriented.
• Ability to effectively operate both strategically and tactically.

Preferred Qualifications

• Consulting experience, especially in the hospitality industry.
• Knowledge of the company’s product.
• Experience launching new service models.

Additional Information

The company believes learning new AI tools empowers individuals to build for customers faster, more independently, and with higher quality. These tools are provided across all disciplines, and individuals who thrive embrace changes that allow for building more for customers.

The company strives to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best people. The total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet changing needs.

The base salary range for this role is $104,000—$166,000 USD. The starting salary will be determined based on skills and experience. In addition to base salary, total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).

Throughout the hiring process, the goal is to get to know candidates. AI tools are used to support recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on the conversation. All hiring decisions are made by people.

Diversity, Equity, and Inclusion are integral to success. The company embraces diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into the culture and design, equitable opportunities are created for all, and the bar is raised in delivering exceptional experiences.

The company embraces a hybrid work model that fosters in-person collaboration while valuing individual needs. The goal is to build a strong culture of connection while working together to empower the restaurant community.

The company is committed to creating an accessible and inclusive hiring process. As part of this commitment, it strives to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process.

For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.