Customer Success & Support Manager

Customer Relationship & Journey Ownership • Act as the primary operational point of contact for customers post-sales handover • Build strong, trusted relationships with client stakeholders and guide them through implementation and onboarding • Navigate customers through their experience lifecycle, ensuring smooth adoption and engagement • Become a trusted advisor who translates business needs into effective implementation outcomes • Manage and strengthen relationships to support retention, satisfaction, and long-term success Implementation Coordination & Delivery Oversight • Coordinate HRIS and Payroll implementation consultants and track delivery milestones • Manage the handover from Sales into Implementation, ensuring clarity on scope, timelines, and expectations • Oversee implementation governance including status tracking, risk identification, issue resolution, and reporting • Ensure alignment across internal teams including Implementation, Payroll, Product, Engineering, and Customer Success • Support implementation readiness and ensure customers provide required inputs for successful go-live Customer Enablement & Adoption • Train customers on HRIS and payroll processes and platform usage • Drive product adoption with a focus on long-term customer value and success • Lead customer interactions with a growth and value-realisation mindset • Support go-live and early lifecycle stabilisation • Act as a problem solver, helping customers overcome operational challenges Data, Insights & Problem Solving • Use data to assess customer health, identify risks, and surface opportunities • Synthesize insights into clear, actionable recommendations for stakeholders • Support decision-making by identifying trends, risks, and opportunities across accounts Cross-Functional Collaboration & Growth Enablement • Collaborate closely with Account Executives, Customer Success Managers, Onboarding Managers, Product, and Support teams • Act as the voice of the customer, sharing structured feedback with Revenue and Product teams • Identify expansion opportunities and refer appropriately to Sales teams • Contribute to improving customer journey processes, playbooks, and delivery standards • Maintain the day-to-day operational relationship with the client’s Partner Management team, ensuring strong alignment, communication, and collaboration across all delivery workstreams • 1–3+ years of experience in Customer Success, Operations, Support, Consulting, Implementation, or similar customer-facing roles • Experience in fast-growth startups, payroll/HR tech/SaaS, consulting, or similarly complex environments • Strong stakeholder management and coordination skills across multiple parties • Ability to manage competing priorities in fast-paced environments • Strong analytical mindset with ability to translate data into insights • Excellent communication skills with senior stakeholders • Highly collaborative, proactive, and execution-oriented • Comfortable working in ambiguous environments • Strong track record of achievement and progression • Fully proficient in English