Director of Customer Success

We are looking for a hands-on individual to take on the role of Director of Customer Success. This key position within the customer success team involves collaborating directly with our founders to oversee payroll operations with token grants, as well as develop and influence our customer success strategy. The primary focus will be on ensuring our customers meet their desired goals, driving adoption, retention, and expansion.

The ideal candidate should excel in a startup setting and be prepared to engage in daily activities to guarantee client contentment. A background in payroll, preferably with experience in managing payroll across multiple countries, is an essential requirement for this role. This position presents significant opportunities for growth and learning as we embark on a new and exciting phase of our company.

Key Responsibilities

• Serve as the initial contact for clients, handling payroll-related inquiries and resolving routine issues.
• Guide clients through the onboarding process, ensuring a seamless transition to our payroll services.
• Assist in resolving payroll discrepancies or errors by collaborating with internal teams and local payroll partners for swift resolutions.
• Lead customer implementations and high-level engagements.
• Execute QBRs, pinpoint potential customer growth opportunities, enhance product adoption among customers, and drive customer retention.
• Aid in payroll processing for employees, ensuring precise wage calculations, deductions, and compliance with local regulations.
• Coordinate with stakeholders to ensure accurate payroll execution that adheres to country-specific laws. This encompasses handling payroll submissions, such as salary adjustments, bonuses, and deductions.
• Manage daily troubleshooting of client issues, provide hands-on support, and address more complex matters as the senior client contact.
• Work closely with founders, engineering, product, finance, legal, and payroll teams to integrate customer success programs proficiently.
• Provide assistance on miscellaneous tasks and projects as necessary within our fast-paced startup environment.

Qualifications

• Minimum of 5 years of payroll experience.
• Prior involvement with startups is mandatory.
• Demonstrate a creative problem-solving approach and capability.
• Possess exceptional written and verbal communication skills.
• Display enthusiasm for learning and a drive to succeed.

Benefits & Compensation

• Embrace a remote-first work culture.
• Enjoy flexible working hours.
• Receive a competitive salary and benefits package.
• Eligible for equity participation based on performance.
• Furnished with an Apple laptop.