Customer Success & Support Manager

Main responsibilities

Customer Relationship & Journey Ownership

• Act as the primary operational point of contact for customers post-sales handover

• Build strong, trusted relationships with client stakeholders and guide them through implementation and onboarding

• Navigate customers through their experience lifecycle, ensuring smooth adoption and engagement

• Become a trusted advisor who translates business needs into effective implementation outcomes

• Manage and strengthen relationships to support retention, satisfaction, and long-term success

Implementation Coordination & Delivery Oversight

• Coordinate HRIS and Payroll implementation consultants and track delivery milestones

• Manage the handover from Sales into Implementation, ensuring clarity on scope, timelines, and expectations

• Oversee implementation governance including status tracking, risk identification, issue resolution, and reporting

• Ensure alignment across internal teams including Implementation, Payroll, Product, Engineering, and Customer Success

• Support implementation readiness and ensure customers provide required inputs for successful go-live

Customer Enablement & Adoption

• Train customers on HRIS and payroll processes and platform usage

• Drive product adoption with a focus on long-term customer value and success

• Lead customer interactions with a growth and value-realisation mindset

• Support go-live and early lifecycle stabilisation

• Act as a problem solver, helping customers overcome operational challenges

Data, Insights & Problem Solving

• Use data to assess customer health, identify risks, and surface opportunities

• Synthesize insights into clear, actionable recommendations for stakeholders

• Support decision-making by identifying trends, risks, and opportunities across accounts

Cross-Functional Collaboration & Growth Enablement

• Collaborate closely with Account Executives, Customer Success Managers, Onboarding Managers, Product, and Support teams

• Act as the voice of the customer, sharing structured feedback with Revenue and Product teams

• Identify expansion opportunities and refer appropriately to Sales teams

• Contribute to improving customer journey processes, playbooks, and delivery standards

• Maintain the day-to-day operational relationship with the client’s Partner Management team, ensuring strong alignment, communication, and collaboration across all delivery workstreams

Requirements

• 1–3+ years of experience in Customer Success, Operations, Support, Consulting, Implementation, or similar customer-facing roles

• Experience in fast-growth startups, payroll/HR tech/SaaS, consulting, or similarly complex environments

• Strong stakeholder management and coordination skills across multiple parties

• Ability to manage competing priorities in fast-paced environments

• Strong analytical mindset with ability to translate data into insights

• Excellent communication skills with senior stakeholders

• Highly collaborative, proactive, and execution-oriented

• Comfortable working in ambiguous environments

• Strong track record of achievement and progression

• Fully proficient in English