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…