Customer Success Manager

In this remote role, you’ll own a book of business and act as the primary strategic contact for SMB clients from onboarding through post-launch success. Lead onboarding engagements, including discovery, demo delivery, system setup, and guidance through first payroll, ensuring clients are confident and prepared. Manage a mixed portfolio of SMB clients, including those receiving Production Accounting Services (PAS), who remain under your ongoing strategic support. Drive adoption of Wrapbook features and workflows by aligning platform capabilities to client goals and production needs. Monitor client health and payroll activity to proactively identify risks, surface growth opportunities, and guide engagement strategy. Collaborate with Sales, Production Accounting, Paymasters, Support, RevOps, and Implementation to deliver seamless, compliant support across the client lifecycle. Submit product feedback and feature requests to inform internal improvements and the evolving customer experience. Contribute to internal documentation, onboarding tools, and scalable best practices that elevate the SMB client experience.