Customer Success Manager

About the Role

We are transforming the way Powerpay delivers value to new and existing customers. As part of this transformation, we are building a modern Customer Success Management function focused on improving customer health, product adoption, retention, and engagement across the Powerpay customer base.

The Customer Success Manager will support a scalable, one-to-many customer success model for Powerpay customers, with a focus on identifying risk, driving adoption of key capabilities, improving customer outcomes, and reducing preventable churn. This role will support both early-life and existing customers by using data, lifecycle triggers, customer health signals, digital engagement motions, and customer feedback to help customers get greater value from Powerpay.

This is a hands-on customer success role ideal for someone who understands payroll, enjoys solving customer problems at scale, and can work cross-functionally with Implementation, Support, Product, Sales, Retention, and other teams to improve customer experience and operational outcomes.

Key Responsibilities

1. Support Customer Health & RetentionMonitor customer health signals across the Powerpay customer base, including payroll stability, case trends, product usage, engagement, adoption, and customer sentiment.Identify customers or customer segments showing signs of risk, disengagement, dissatisfaction, or reduced value realization.Execute proactive, targeted outreach where intervention is required to improve customer outcomes.Support retention by helping address preventable churn drivers before customers reach termination intent.Maintain accurate customer health, engagement, risk, and outcome information in Salesforce.

2. Drive Product Adoption & Value RealizationSupport adoption of key Powerpay capabilities, including priority features, workflows, and service offerings.Help customers mature in how they use Powerpay by identifying usage gaps and recommending scalable enablement or workflow improvements.Develop and maintain scaled success plans, segment-based value plans, and lifecycle playbooks that help customers progress from basic usage to stronger adoption and self-sufficiency.Partner with Product, Support, and Implementation teams to improve in-app guidance, digital education, and customer enablement.Use adoption data, case trends, and customer feedback to identify where customers are not realizing expected value

3. Execute Scaled Customer Engagement MotionCreate and support one-to-many customer engagement motions, including email campaigns, digital journeys, in-app guidance, webinars, templates, knowledge content, and targeted outreach.Use customer lifecycle stage, usage behavior, and risk indicators to determine when and how to engage customers.Ensure customers receive clear, timely, and relevant communications that help them use Powerpay effectively.Support customer education and community-oriented motions where appropriate, including webinars, feedback sessions, testimonials, or reference opportunities.

4. Support Early-Life Customer StabilityPartner with Implementation teams during the early customer lifecycle to monitor customer stability, adoption, and readiness signals.Provide behind-the-scenes support to Implementation during hypercare, including risk identification, playbook recommendations, and customer health insights.Become customer-facing only when a customer moves into an at-risk state requiring Customer Success intervention.Support a smooth transition from Implementation-led hypercare to steady-state support once exit criteria are met.

5. Partner Cross-Functionally & Advocate for CustomersWork closely with Implementation, Support, Product, Retention, Resolutions, Sales, and Support Operations to improve customer outcomes.Share recurring customer pain points, adoption barriers, process gaps, and product feedback back into the business.Partner with Support to identify case trends and opportunities to reduce preventable contacts.Share appropriate customer signals with Sales / Customer Base AEs, while ensuring CS does not own sales conversations, commercial negotiation, or expansion outreach.Help ensure customer communications across teams are coordinated and do not create confusion.

6. Contribute to Playbooks, Data & Continuous ImprovementHelp build and maintain scalable CS playbooks for customer health, adoption, at-risk intervention, existing-customer engagement, and retention prevention.Support dashboards and reporting related to customer health, adoption, retention risk, case trends, campaign outcomes, and CS activity.Document CS interventions, customer signals, adoption barriers, and follow-up actions in Salesforce.Identify process waste, recurring friction points, and opportunities to simplify customer experiences.Contribute to broader Services transformation initiatives and the evolution of the Powerpay CS operating model.

What Success Looks LikeImproved visibility into customer health, adoption, and retention risk across the Powerpay customer base.Increased adoption of priority Powerpay features, workflows, and digital enablement resources.Earlier identification and intervention for customers showing signs of risk, dissatisfaction, or disengagement.Reduced preventable churn through proactive, data-informed customer engagement.Lower avoidable support demand through improved customer education, enablement, and in-app guidance.Stronger cross-functional coordination across Implementation, Support, Product, Sales, Retention, and Resolutions.More consistent Salesforce data, customer health tracking, and reporting to support decision-making.Clearer separation of responsibilities between Customer Success, Implementation, Support, Sales, and Retention.

Required Skills & Experience3–5+ years’ experience in customer success, customer support, implementation, operations, service delivery, or account management.Experience in SaaS, payroll, HR technology, or workflow software preferred.Strong Powerpay product knowledge or ability to quickly develop deep product understanding.Understanding of customer lifecycle management, adoption, retention, customer health, and value realization concepts.Experience supporting multiple customers, segments, campaigns, or workstreams in a high-volume environment.Ability to identify risk patterns using customer data, case trends, adoption metrics, lifecycle triggers, and customer feedback.Strong written and verbal communication skills, with the ability to simplify complex topics for customers.Comfort working with Salesforce, Pendo, dashboards, reporting tools, or similar systems.Strong cross-functional collaboration skills, including the ability to work effectively with Implementation, Support, Product, Sales, Retention, and Operations teams.Proven ability to take ownership, solve problems, and improve processes in an evolving environment.

Key Behaviours We’re Looking ForProactive and outcome-focused.Comfortable working in a one-to-many customer success model.Strong judgment on when to engage customers directly and when to coordinate internally.Customer-focused, while able to balance customer needs with scalable operations.Data-informed and curious about patterns, trends, and root causes.Strong customer advocate who can represent customer needs constructively back into the business.Collaborative, clear, and confident communicator.Able to work through ambiguity and help build new ways of working.Focused on prevention, adoption, retention, and long-term customer value — not just task completion.