Customer Success Manager - #2188581

Cheadle Hulme, Stockport | £45,000 to £50,000 plus benefits | Permanent | Office based

DO YOU KNOW PAYE UMBRELLA OPERATIONS INSIDE OUT?

Have you managed PAYE umbrella payroll operations, supported umbrella clients or led teams delivering umbrella services?

Can you combine that knowledge with strong people management, confident client communication and the ability to improve how a service is delivered?

We are looking for an experienced Customer Success Manager with substantial, practical PAYE umbrella operational experience to join a specialist payroll technology business.

PAYE umbrella experience is a compulsory requirement. General payroll, customer service or software experience alone will not be sufficient.

Your umbrella knowledge will make the difference

You will work with customers who understand umbrella payroll and expect you to understand it too.

You must be able to discuss their operational challenges confidently, recognise the consequences of payroll problems and help deliver practical solutions. This requires direct experience of how PAYE umbrella operations work, beyond familiarity with the terminology.

You should understand the relationship between assignment income, employment costs, gross and net pay, deductions, holiday pay and pensions, and be able to explain your own operational responsibilities.

The role

You will lead the Implementation and Customer Experience teams, taking responsibility for how customers are onboarded, supported and helped to get the best from their payroll technology.

Your responsibilities will include:

• Managing, coaching and developing both teams.
• Overseeing customer onboarding and payroll software implementations.
• Building trusted relationships with umbrella clients and understanding their requirements.
• Taking ownership of complex customer issues and escalations.
• Improving helpdesk processes, service standards and implementation delivery.
• Conducting proactive client reviews, calls and visits.
• Increasing customer engagement and effective use of the software.
• Working with product and technology colleagues to address recurring problems and communicate customer feedback.

The experience you must bring

To be considered, you must demonstrate:

• Substantial, hands-on PAYE umbrella operational experience.
• Strong practical payroll knowledge and an understanding of the contractor and temporary worker market.
• Experience in a senior operations, service delivery, implementation or customer management role.
• Proven responsibility for managing and developing people.
• The ability to handle demanding client conversations and resolve operational problems.
• Evidence of improving processes and service delivery.
• An interest in payroll technology and the ability to work effectively with technical colleagues.

Your current job title is less important than your responsibilities and results. However, working for an umbrella company in a purely sales capacity does not, by itself, meet the operational requirement.

Location and package

• £45,000 to £50,000, depending on experience.
• Office based in Cheadle Hulme.
• Candidates must live within a maximum 20-mile radius of Cheadle.
• Willingness to travel for client visits when required.
• Benefits include birthday leave, an onsite gym and team social events.

Make your relevant experience clear

Please apply only if you have the required PAYE umbrella operational background.

Your application should clearly explain where you gained that experience, the responsibilities you held and the teams or services you managed.

If you have the sector knowledge and leadership experience to take ownership of this role, we would welcome your application.