Bilingual (Spanish) Sr. Customer Success Manager I, Payroll - Emerging Markets

About the Role

As a Bilingual Payroll CSM, you will serve as a strategic engine for revenue protection and customer loyalty, managing a collaborative book of business of roughly 500 locations within a regional pod structure. Your day-to-day involves a high-energy mix of leading 30-to-60-minute Zoom consultations to drive product adoption, performing deep-dive account research to identify churn risks, and acting as the definitive Payroll and Tax expert during internal Quarterly Business Reviews (QBRs) and tactical problem-solving sessions. You will balance proactive outreach with reactive inbound case management, navigating complex technical de-escalations and business conversations to ensure full resolution of payroll and tax-related pain points. As we scale in 2026, you will go beyond traditional account management to help shape a scalable success model, utilizing data-driven insights and cross-functional partnerships to optimize the customer journey and ensure our expanding payroll module is a vital, high-performing component of every client’s tech stack.

Responsibilities

• Lead high-stakes discovery calls and product demos, delivering complex messaging with confidence and strategic redirection to meet goals.
• Master the Core POS and Employee Cloud systems to diagnose technical issues and project manage intricate customer needs toward resolution.
• Protect and expand SaaS revenue by identifying downsell risks and executing 'churn save' motions through consultative engagement.
• Leverage product usage data and business analytics to recommend payroll process improvements and ensure clients are maximizing service value.
• Drive full activation of the Payroll Product Suite by hosting educational presentations, facilitating trainings, and analyzing module usage.
• Act as the 'Voice of the Customer' by gathering feedback for leadership and partnering with internal teams to ensure closed-loop issue resolution.
• Maintain high standards for data integrity, calendar hygiene, and report building to support scalable customer success operations.

Requirements

• Fluent/Bilingual in Spanish and English (written and verbal); able to support Spanish-speaking customers across business, operational, and technical conversations.
• 2+ years of experience in B2B payroll operations, including deep knowledge of pay schedules, federal/state taxes, and benefits calculations.
• Proven track record in a customer-facing role focused on churn mitigation, revenue retention, and driving overall customer satisfaction.
• Demonstrated experience in case/queue management with a focus on data hygiene, task prioritization, and organizational efficiency.
• High general tech-fluency and the ability to troubleshoot complex customer scenarios while navigating various software platforms.
• Strong virtual presence with professional skills in negotiation, presentation, and simplified messaging for complex topics.
• A critical and creative thinker who can move between micro-level troubleshooting and macro-level scaling in a fast-paced environment.
• A self-starter who thrives in a constantly changing landscape and can operate independently to meet or exceed aggressive goals.

Nice to Have

• FCP or CPP credentials
• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
• Work or equivalent experience in Project Management role
• Experience working in a high-growth or startup environment