If you love owning complex global client relationships, orchestrating multi-country payroll delivery, and ensuring seamless operations for enterprise accounts, this role is for you.
About Lano
Lano is a global payroll platform enabling companies to standardize and manage multi-country payroll operations through a unified technology layer.
Your Role
As Senior Customer Success Manager - Strategic Accounts (m/f/d), you will own a portfolio of our most complex enterprise client accounts. Operating at the intersection of our clients, internal operations, and global partner network, you will hold end-to-end accountability for client retention, account expansion, and seamless multi-country payroll delivery.
Key Responsibilities
- Portfolio Ownership: Manage a portfolio of EOR and multi-country payroll clients from go-live through renewal, with accountability for retention, satisfaction, and account expansion.
- Client Onboarding: Own onboarding programmes for multi-entity clients, including country-by-country implementation planning, cut-off calendars, shadow payroll and parallel runs, and first-cycle sign-off.
- Escalation Management: Act as a senior point of escalation for payroll matters such as gross-to-net discrepancies, off-cycle runs, terminations and settlement payments, missing payslips, and payment file rejections.
- Partner Management: Brief and coordinate local payroll partners, monitor performance against agreed service levels, and ensure their findings are communicated to clients clearly and accurately.
- Cross-Functional Handover: Support the transition of accounts from Sales to Customer Success and ensure that commitments made during the sales process are reflected in the delivery plan.
- Case Management & Process Improvement: Manage your case load to resolution, identify the root causes of recurring queries, and translate these into documentation, process changes, or product requirements.
- Commercial Ownership: Manage contract scope, fee schedules, off-cycle and out-of-scope charges, invoice queries, renewals, and the expansion of integration services within your portfolio.
- Reporting: Maintain accurate case and account data in Salesforce, produce account health reporting, and prepare and deliver quarterly business reviews.
- Knowledge Sharing: Document client-specific processes to a standard that allows colleagues to cover your accounts, and support the onboarding and development of less experienced team members.
Your Profile
- A minimum of five years' experience in customer success, account management, or payroll operations within B2B SaaS, global payroll, EOR services, or an international payroll provider.
- Experience building trusted relationships with senior HR, Finance, and Payroll stakeholders in complex enterprise accounts.
- Strong commercial acumen, with experience contributing to retention and expansion outcomes.
- Demonstrated experience managing escalations with senior client stakeholders, including situations requiring the communication of adverse findings.
- The ability to manage a demanding portfolio autonomously and to set your own priorities against fixed payroll deadlines.
- Fluent English. Proficiency in German, French, Italian, or Spanish is a significant advantage in view of our client base.
- A structured, documentation-led working style.
Nice to Have
- Experience with German payroll (DATEV, statutory social security reporting).
- Practical experience with Salesforce, Notion, and Slack.
- Experience supporting HRIS, ERP, or accounting integrations.
- Familiarity with EU employment law fundamentals and collective bargaining agreements.
What We Offer
- A flexible and hybrid work environment that values work-life balance.
- Fitness membership with ClassPass.
- 26 days of vacation per year.
- 2 social impact days to support a charity or non-profit of your choice.
- Career development and growth within a dynamic startup.
- Collaborative and inclusive company culture and a diverse, international team.
Please submit your application in English.
We value humility and character as much as talent, so please apply even if you feel you only meet part of our listed criteria. Lano is an equal opportunity employer - we celebrate diversity and are committed to creating an inclusive, friendly, and supportive environment where everyone can succeed.
At Lano, we want to maximize each individual’s potential through a continuous learning culture built on trust, commitment, and mutual respect. Just be yourself - you might bring something valuable to the role we didn't initially think of.
If you have any questions or problems, please reach out to us at [email protected]. However, we do not accept applications via email.
