Customer Success Manager, Payroll – Emerging Accounts
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Job Description
Customer Success Manager retaining complex payroll and PEO accounts for Fourth’s hospitality-management SaaS platform. Driving clean payroll runs, compliance timeliness, renewals, and adoption across customer portfolios.
Responsibilities:
- Own an assigned portfolio of approximately 75–125 large and medium-sized Payroll and PEO accounts across onboarding through renewal
- Define and track payroll-specific value moments, including the first clean payroll run, accurate tax setup, on-time filing, and compliant benefits enrollment
- Partner with Payroll Operations, Tax, and Benefits teams to monitor onboarding and adoption milestones
- Monitor payroll accuracy and filing timeliness as leading churn indicators
- Triage Payroll, PEO, Tax, and Benefits issues and immediately escalate compliance-critical items under the 24-hour SLA
- Identify and flag expansion opportunities and renewal risk for commercial follow-through
- Flag at-risk PEO accounts with elevated urgency
- Identify trends in payroll/PEO customer challenges and suggest process, documentation, and automation improvements
- Use AI-enabled adoption and health-scoring tools to surface risk and expansion signals
- Maintain accurate records in Salesforce, Zendesk, and NetSuite as needed
- Collaborate cross-functionally with Payroll Operations, Tax, Benefits, Support, and Sales
- Operate independently with minimal day-to-day supervision
Requirements:
- 1–3+ years of customer success or account management experience specifically with payroll, PEO, or HCM accounts
- Working understanding of Payroll and/or PEO fundamentals, including wage/hour basics, tax filing cadence, and benefits administration
- Ability to distinguish Payroll, PEO, Tax, and Benefits issues correctly when triaging
- Experience supporting large or medium-sized, higher-complexity accounts rather than a pure high-volume SMB motion
- Ability to operate under compliance-critical escalation protocols and identify matters requiring Compliance/Legal sign-off
- Proficiency in Salesforce
- Familiarity with Zendesk and NetSuite is a plus
- Comfort using AI-enabled customer-success/adoption tooling, health scoring, and workflow automation
- Exceptional written and verbal communication skills
- Ability to explain payroll and compliance topics clearly to non-technical customer stakeholders
- Data-driven ability to interpret payroll accuracy and filing-timeliness metrics
- Ability to work remotely from one of the listed eligible U.S. states
Benefits:
- Unlimited PTO
- Medical, Dental, Vision Insurance
- 401k Match
- Parental Leave
- Laptop and equipment
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