Summary

We need a hands-on Director of Customer Success. As the key person on the customer success team, you will work directly with our founders to run payroll with token grants and build and shape our customer success strategy. You will be responsible for our customers' achieving their desired outcomes while driving adoption, retention, and growth.

The ideal candidate thrives in a startup environment and is ready to dive into day-to-day tasks to ensure client satisfaction. A background in payroll, preferably experience running payroll in multiple countries, is a mandatory requirement. This opportunity offers immense growth and learning opportunities as we enter a new and exciting phase of the company.

Key Responsibilities

1. Act as the first point of contact for clients, responding to payroll-related inquiries and resolving routine issues.
2. Work with clients during the onboarding process, ensuring a smooth transition into payroll services.
3. Help troubleshoot payroll discrepancies or errors, working with internal teams and local payroll partners to resolve issues quickly.
4. Drive customer implementations and executive engagements.
5. Implement QBRs, identify customer growth opportunities, increasing adoption of our products with customers, and driving customer retention.
6. Assist in processing payroll for employees, ensuring accuracy in wage calculations, deductions, and compliance with local regulations.
7. Coordinate with stakeholders to ensure payroll is executed correctly and complies with country-specific laws. Handle payroll submissions, including salary adjustments, bonuses, and deductions.
8. Manage day-to-day blocking and tackling of client issues, troubleshoot, and provide hands-on support.
9. Act as the senior point of contact for key clients, addressing complex issues and meeting their needs.
10. Collaborate with founders, engineering, product, finance, legal, and payroll to integrate customer success programs with other systems.
11. Support various other tasks and projects as needed in our fast-paced startup environment.

Qualifications

1. 5+ years experience in payroll
2. Startup experience required
3. Creative problem-solving mindset and ability
4. Excellent written and verbal communication skills
5. Eagerness to learn and a desire to win

Skills

• Communications Skills
• Problem Solving
• Team Collaboration