Remote Customer Success Manager, Payroll - Emerging Accounts

Note: The job is a remote job and is open to candidates in USA. Fourth is the worlds largest and fastest-growing global leader of end-to-end restaurant and hospitality management technology solutions. The Customer Success Manager, Payroll is responsible for managing a portfolio of Payroll and PEO accounts, ensuring adoption, retention, and expansion while collaborating with various teams to address payroll-specific challenges and compliance issues. ResponsibilitiesOwn an assigned portfolio of ~75125 large and medium-sized Payroll and PEO accounts across the customer lifecycle onboarding through renewalDefine the value moment for each account in payroll-specific terms first clean payroll run, accurate tax setup, on-time filing, compliant benefits enrollment and track progress against that objective, not generic usage volumePartner with Payroll Operations, Tax, and Benefits teams (not a generic Services team) to monitor onboarding progress and ensure customers hit payroll-specific adoption milestones quicklyMonitor payroll accuracy rate and filing timeliness as leading indicators payroll errors in the first 90 days are a high-signal predictor of churn for this segmentCorrectly distinguish Payroll, PEO, Tax, and Benefits issues when triaging customer concerns, and flag anything compliance-critical immediately per the 24-hour escalation SLA compliance-critical items require Compliance Lead and Legal sign-off before any resolution, not CSM judgment callNo signing, pricing, or discount authority. The CSM does not negotiate contract terms or approve concessionsIdentify and flag expansion opportunities and renewal risk to the CSM Manager or Sales/Account Management for commercial follow-throughFlag PEO at-risk accounts with elevated urgency: PEO churn remediation is an active company-level dependency before PEO acquisition can scale, so PEO retention signal on this portfolio carries outsized weightPayroll accuracy rate within portfolioTime to first clean/successful payroll runFiling and compliance timelinessPEO account retention within portfolioSLA adherence (24-hour triage) and CSATIdentify trends in payroll/PEO-specific customer challenges and suggest improvements to process, documentation, and automationUse AI-enabled adoption and health-scoring tools tuned to payroll-specific signals (payroll accuracy, filing timeliness) to surface risk and expansion signal earlierMaintain accurate, current records in Salesforce (primary CRM), and Zendesk/NetSuite as neededWork cross-functionally with Payroll Operations, Tax, Benefits, Support, and Sales; operate independently with minimal day-to-day supervisionSkills 13+ years of experience in customer success or account management specifically with payroll, PEO, or HCM accounts general SaaS CS experience alone is not a substituteWorking understanding of Payroll and/or PEO fundamentals wage/hour basics, tax filing cadence, benefits administration sufficient to distinguish Payroll, PEO, Tax, and Benefits issues correctly when triagingExperience supporting large or medium-sized accounts (higher complexity, lower volume) rather than pure high-volume SMB motionComfortable operating under compliance-critical escalation protocols knows what requires Compliance/Legal sign-off versus what can be resolved directlyProficiency in SalesforceComfortable using AI-enabled CS/adoption tooling (health scoring, workflow automation) as part of daily account managementExceptional written/verbal communication; able to explain payroll and compliance topics clearly to non-technical customer stakeholdersData-driven mindset for interpreting payroll accuracy and filing-timeliness metrics against each customer's stated objectiveFamiliarity with Zendesk and NetSuite is a plusBenefitsUnlimited PTO!Medical, Dental, Vision Insurance!401k Match!Parental LeaveLaptop and equipment.Remote employment limited to: AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, & WACompany Overview Fourth is a provider of cloud-based cost control solutions to the hospitality industry. It was founded in 1999, and is headquartered in London, England, GBR, with a workforce of 501-1000 employees. Its website is http://www.fourth.com. .