Payroll Customer Success Manager

## About Reliable Restorations Reliable Restorations helps customers get back to normal after property damage by delivering dependable restoration services and a high-touch customer experience. We’re building teams that care deeply about doing the right thing, communicating clearly, and following through—every time. ## Role Overview As a Payroll Customer Success Manager, you’ll be the primary point of contact for customers using our payroll-related services and processes. You’ll guide customers through onboarding, ensure payroll runs smoothly, resolve issues quickly, and build long-term trust through proactive communication. This role is ideal for someone early in their career who enjoys helping people, learning systems, and turning complex topics into clear next steps. ## What You’ll Do * Own customer relationships for assigned accounts, serving as the day-to-day contact for payroll questions and support * Support customer onboarding by gathering required information, validating details, and setting expectations for timelines and deliverables * Help customers run payroll accurately and on time by coordinating inputs, reviewing common issues, and escalating when needed * Troubleshoot payroll-related questions (pay schedules, deductions, taxes, garnishments, timekeeping inputs) and document resolutions * Partner with internal teams (payroll operations, HR, finance, and leadership) to resolve customer issues and prevent repeat problems * Track customer requests, follow-ups, and outcomes in a CRM or ticketing system to ensure nothing falls through the cracks * Proactively identify risks (missing data, upcoming changes, compliance concerns) and communicate clear action plans * Contribute to process improvements by updating templates, FAQs, and internal knowledge base articles * Monitor customer health signals (responsiveness, recurring issues, satisfaction) and recommend retention or expansion opportunities ## What Success Looks Like * Customers feel supported, informed, and confident in payroll processes * Payroll runs are completed accurately and on schedule with minimal rework * Issues are resolved quickly with clear communication and strong documentation * You build credibility by being organized, responsive, and solutions-oriented * Internal teams trust your handoffs, notes, and prioritization ## Required Skills & Qualifications * 0–5 years of experience in customer success, customer support, payroll support, HR operations, or a related client-facing role * Strong written and verbal communication skills with a customer-first mindset * High attention to detail and comfort working with sensitive/confidential information * Ability to manage multiple requests at once, prioritize effectively, and meet deadlines * Comfort learning new tools and workflows (CRM, ticketing systems, spreadsheets, payroll platforms) * Problem-solving approach: you can investigate, ask the right questions, and drive issues to resolution ## Nice to Have * Exposure to payroll concepts (pay cycles, taxes, deductions, timekeeping) or HR/benefits administration * Experience working with a CRM (e.g., HubSpot, Salesforce) or ticketing tools (e.g., Zendesk, Freshdesk) * Experience supporting small business customers or multi-location operations * Interest in process improvement, documentation, and building repeatable playbooks ## Work Location * United States (role supports customers across U.S. time zones) * Work arrangement (remote/hybrid/on-site) may vary by team needs and will be discussed during the interview process ## Why Reliable Restorations * Meaningful work supporting customers through critical moments and essential business operations * A collaborative environment where clear communication and follow-through are valued * Opportunities to grow your skills in customer success, operations, and payroll fundamentals * A team that values accountability, empathy, and continuous improvement