Customer Success Manager

Get to know us

Do you want to help us shape what the future of work will look like and how it will best embrace our life's aspirations? If this sounds like a journey you want to embark on, we may have the right role for you!

PayFit is an intuitive cloud-based payroll and employee management solution designed specifically for SMBs. Since 2015, we have set ourselves a mission to simplify payroll for SMBs and enable employers and employees to grow together. We are a European company operating from 3 main countries (France, Spain, and the UK) where we are supporting over 10,000 clients.

Creating a fulfilling work environment and culture is also a core mission at PayFit, and our day-to-day work philosophy is reflected in our four values:

Care

We genuinely care for others whoever they are, whatever they think.

Excellence

We aim to improve and achieve better results every day.

Humility

Staying humble and exchanging transparent feedback helps us to grow and improve.

Passion

We are the architects of PayFit's success.

A key part of our culture, and essential for our success, is also improving the diversity of our teams and building an inclusive culture where you can be yourself at work.

This is why our recruitment focuses on the skills you demonstrate, and not only on your academic background or previous professional experiences. At PayFit we understand that you can gain applicable skills through a variety of life experiences and we are interested in knowing them, too.

The Opportunity ⭐️

We’re looking for a Customer Success Manager to join our growing Customer Success team; this person will play a vital part in our growth by building strategic relationships with our clients. This role is an exciting opportunity for someone personable, strategic, and commercially minded.

This Customer Success Manager will work with our clients to ensure their voice is heard within the business and that they see a return on investment since implementing PayFit. We’re looking for someone to drive our customer experience strategy forward by consistently innovating and problem-solving.

You will join a Customer Success team, which includes implementation and support, reporting to the Head of Customer Success.

What you’ll be doing 🤩 …

Customer relationship management: creating solid and lasting relationships with premium and strategic clients.

Understanding needs: ensure a good understanding of customer needs and their commercial objectives during regular contact and quarterly business reviews, and propose appropriate action plans.

Adoption: ensure that the use and adoption of the product are strong and identify opportunities for improvement by optimising their experience. Be confident in demonstrating PayFit features and functionality.

Churn prevention: identify churn signals and transform them into an action plan to implement retention and loyalty.

Continuous improvement: maximise customer retention by delivering 5-star, attentive service.

Commercial: Identify opportunities to upsell and cross-sell by understanding your customers' needs and PayFit's value proposition.

Voice of the customer: work closely with internal teams to share clients' feedback.

Help grow the business: identify opportunities for positive reviews, referrals, and testimonials.

We’d love to meet someone with 😍 ...

- 3+ years of customer-facing experience in a B2B SaaS environment

- The hunger for success and desire to be a part of a fast-growing tech company

- A positive attitude and is highly motivated, with ability to be entrepreneurial, creative and intellectually curious

- A strategic and process-driven approach, always looking for potential solutions to solve problems

- A commercially oriented approach

- Excellent communication skills, both written and spoken, to build good relationships internally and externally

- Customer-centricity, who’s dedicated to the best outcome for the customer

- Someone that is proactive, organised, and has sound analytical/problem-solving skills

- Bachelor’s degree or equivalent experience

- Experience with SaaS and CRM systems (for example: Salesforce)

Hiring Process ⚙️

1️⃣ Interview call with Camille, Talent Acquisition Specialist

2️⃣ Interview with Natalia, the Head of Customer Success

3️⃣ Task with Natalia, the Head of Customer Success

4️⃣ Interview with CS Team Lead/s

What we offer

Flexibility: We believe it is key to produce your best work and to be fulfilled. We therefore offer the possibility to work away from our main offices, within the UK ; as well as abroad for a defined period of time. Further requirements may apply depending on the role and your overall experience.

Learning & Development: At PayFit we have a great learning platform where you can learn new skills every day with the support of our company. We also have English language courses to improve your business communication vocabulary and get to the next level.

Career Development: We want you to progress and be free to choose which direction you want to grow. There are also opportunities for internal moves.

Health promotion: Private medical insurance with Vitality and 4 paid sessions with a mental health practitioner and online support with Moka care

Meals: Weekly Deliveroo credit to spend on meals of your choice. Fortnightly fruit packages delivered to your house (to help you get your 5 a day!)

Public transportation: A minimum of 50% of your travel cost to the office is covered by us.

Home office budget: To help you get set up in the best conditions. A MacBook as our standard working tool.

Parental support program: 20 weeks of maternity leave supported by PayFit and 4 weeks of leave for the co-parent.

Time off: 25 days of paid holidays per year.

Disability Inclusion

All of our positions are open to any person living with a disability. To guarantee equal treatment and opportunities, we will take, based on individual needs, appropriate measures to adapt the work conditions of PayFiters with disabilities, and if needed also during the recruitment process.