Client Success Manager

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Lori’s Payroll Services is a payroll and HR services firm that partners with small to mid sized businesses to deliver payroll processing, HR compliance, benefits administration, and client‑account support. The Client Success Manager will play a critical role in ensuring clients receive high value from our services, fostering long‑term relationships and retention.

Serve as primary point of contact for a portfolio of assigned clients; build and maintain strong relationships with key stakeholders.

Onboard new clients: guide them through implementation of payroll/HR services, set expectations, coordinate internal teams and ensure smooth transition.

Monitor client health: track metrics such as service usage, satisfaction, renewal risk, and upsell potential.

Drive value: identify opportunities for clients to adopt additional services (e.g., benefits, compliance audits), coordinate with sales or service teams.

Proactively address issues: anticipate client needs or challenges, elevate or resolve problems in a timely way, ensure high client satisfaction.

Quarterly business reviews: prepare and present reports on client service deliverables, usage, ROI, and recommendations for next steps.

Collaborate internally: work with payroll operations, HR service teams, account management, and sales to ensure client goals are met and services are delivered effectively.

Maintain accurate records: document client interactions, service issues, action items, and follow‑up tasks in CRM or similar system.

Stay updated on payroll, HR, and compliance trends: serve as a trusted advisor to clients about best practices.

Bachelor’s degree (in business, HR, communications or related field) or equivalent experience.

2-5 years’ experience in client success, account management, customer service or payroll/HR services environment.

Strong communication skills (written and verbal); ability to engage with client executives and internal teams.

Ability to manage multiple client accounts, prioritize workload, and be proactive.

Familiarity with payroll/HR service processes or software platforms is a plus.

Comfortable using CRM systems, Excel/Google Sheets, and reporting tools.

Experience working in payroll, HR services, or professional services environment.

Knowledge of payroll/HR compliance issues, benefits administration.

Ability to analyze usage data, identify trends, and present insights to clients.

Prior success with upselling or expanding service in client accounts.

• Mid‑Senior level

• Full‑time

• Sales, General Business, and Education

• Wireless Services, Telecommunications, and Communications Equipment Manufacturing