Payroll Customer Success Manager

Reliable Restorations

🇺🇸 United States

Remote

Manager or above

6 months ago

CRM
HubSpot
Salesforce
Zendesk
Freshdesk

6 months ago

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## About Reliable RestorationsReliable 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 OverviewAs 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

Payroll Customer Success Manager · Reliable Restorations

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