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