Customer Success Manager - #2157458

Customer Success Manager – Umbrella & Payroll

£45,000–£50,000 + Benefits | Stockport | Full-time | Office Based

Umbrella / contractor payroll experience required

If you understand umbrella payroll, contractor payroll and the temporary labour market, we want to hear from you.

Accomplish Today is recruiting a Customer Success Manager for an established and growing payroll technology business serving the umbrella, contractor and temporary workforce sectors.

This isn't a generic SaaS Customer Success position.

We're looking for someone who already understands the world our clients operate in. Someone who can talk confidently about payroll, understand the pressures facing umbrella and payroll providers, and build credibility with experienced industry professionals from day one.

You'll take ownership of two critical areas of the business: customer implementation and ongoing customer success.

You'll also lead the teams responsible for delivering them.

The Opportunity

• Our client has developed award-winning payroll technology designed to make complex, high-volume payroll more accurate and efficient.
• As the business continues to grow, so does the importance of getting the customer experience right.
• That's where you come in.
• You'll ensure new clients are implemented successfully, existing clients receive an exceptional service, and customer feedback reaches the people who can actually do something with it.
• Sitting between customers, payroll operations, implementation and product, you'll have the industry knowledge to understand what clients are telling you and the leadership skills to turn that insight into action.

What You'll Be Doing

You'll take responsibility for the customer experience from implementation onwards, including:

• Leading the Customer Experience and Implementation teams
• Managing the successful onboarding and implementation of new payroll clients
• Building strong relationships with umbrella companies, payroll providers and organisations operating within the temporary labour market
• Acting as a senior point of contact for key clients
• Conducting regular client reviews, calls and face-to-face visits
• Understanding how clients use the payroll platform and identifying opportunities to improve their experience
• Monitoring customer engagement and driving greater adoption of the technology
• Developing and improving helpdesk, customer support and escalation processes
• Ensuring client issues are understood, owned and resolved effectively
• Communicating new functionality and product releases to customers
• Capturing customer feedback, recurring issues and feature requests
• Working closely with Product and Technology to turn customer insight into practical improvements
• Continuously improving implementation and onboarding processes
• Coaching and developing your teams to deliver a knowledgeable, responsive and commercially aware service

You Need to Know Payroll

This is the important part.

We're specifically looking for candidates with relevant industry experience.

You'll already have experience within one or more of the following:

• Umbrella payroll
• Contractor payroll
• Recruitment payroll
• Temporary worker payroll
• Payroll software or payroll technology
• Managed or outsourced payroll
• Payroll bureaux
• Contractor or contingent workforce services

You could currently be a Customer Success Manager, Client Services Manager, Implementation Manager, Payroll Operations Manager, Service Delivery Manager, Payroll Manager or Customer Experience Manager.

We're much more interested in what you know and what you've done than your current job title.

What We're Looking For

You'll need:

• Strong practical knowledge of UK payroll
• An understanding of the umbrella, contractor or temporary labour market
• Experience working with payroll clients, customers or partners
• Experience within implementation, operations, client services or customer success
• The ability to understand complex payroll and operational requirements
• Strong client and stakeholder management skills
• Experience managing, coaching or developing people
• Confidence dealing with senior client stakeholders
• Strong problem-solving and process-improvement skills
• An interest in payroll technology and how it can improve efficiency and customer outcomes
• The ability to work effectively with Product, Technology and Operations teams
• Willingness to travel for client meetings when required

Experience with Jira or similar product/project management tools would be advantageous.

What We're Not Looking For

• We're not looking for a generic Customer Success Manager whose experience is limited to conventional SaaS or software businesses.
• Payroll knowledge matters here.
• You need to understand the environment these customers operate in, the importance of getting payroll right and the operational impact when something doesn't work as expected.
• If you've worked in umbrella, contractor, recruitment or temporary worker payroll, you'll already understand why.

Why Join?

You'll be joining a progressive payroll technology business at an important stage of its growth.

This is a role with genuine influence.

You'll have the opportunity to shape how customers are onboarded, how they're supported, how the Customer Success function develops and how customer feedback influences future product development.

You'll also be joining a business that values collaboration and works together from modern offices

Salary: £45,000–£50,000 + benefits

Interested?

If you know umbrella payroll, contractor payroll or the temporary labour market and you're ready to take greater ownership of the customer experience, we'd like to speak to you.

Apply today for a confidential conversation with Accomplish Today