Customer Success Manager, Payroll - Emerging Accounts

Fourth is the world’s largest and fastest-growing global leader of end-to-end restaurant and hospitality management technology solutions. The Customer Success Manager, Payroll owns adoption, retention, and expansion for Fourth’s large and medium-sized Payroll and PEO accounts — a smaller, higher-complexity portfolio than the general Emerging CSM book. This is a specialist track within the CSM level, not a step up the management ladder.

Responsibilities

Own an assigned portfolio of ~75–125 large and medium-sized Payroll and PEO accounts across the customer lifecycle — onboarding through renewal; Define the value moment for each account in payroll-specific terms — first clean payroll run, accurate tax setup, on-time filing, compliant benefits enrollment — and track progress against that objective, not generic usage volume; Partner with Payroll Operations, Tax, and Benefits teams to monitor onboarding progress and ensure customers hit payroll-specific adoption milestones quickly; Monitor payroll accuracy rate and filing timeliness as leading indicators — payroll errors in the first 90 days are a high-signal predictor of churn for this segment; Correctly distinguish Payroll, PEO, Tax, and Benefits issues when triaging customer concerns, and flag anything compliance-critical immediately per the 24-hour escalation SLA; Identify and flag expansion opportunities and renewal risk to the CSM Manager or Sales/Account Management; Flag PEO at-risk accounts with elevated urgency; Identify trends in payroll/PEO-specific customer challenges and suggest improvements to process, documentation, and automation; Use AI-enabled adoption and health-scoring tools tuned to payroll-specific signals to surface risk and expansion signal earlier; Maintain accurate, current records in Salesforce, and Zendesk/NetSuite as needed; Work cross-functionally with Payroll Operations, Tax, Benefits, Support, and Sales; operate independently with minimal day-to-day supervision

Requirements

1–3+ years of experience in customer success or account management specifically with payroll, PEO, or HCM accounts; Working understanding of Payroll and/or PEO fundamentals — wage/hour basics, tax filing cadence, benefits administration — sufficient to distinguish Payroll, PEO, Tax, and Benefits issues correctly when triaging; Experience supporting large or medium-sized accounts (higher complexity, lower volume) rather than pure high-volume SMB motion; Comfortable operating under compliance-critical escalation protocols — knows what requires Compliance/Legal sign-off versus what can be resolved directly; Proficiency in Salesforce; Comfortable using AI-enabled CS/adoption tooling (health scoring, workflow automation) as part of daily account management; Exceptional written/verbal communication; able to explain payroll and compliance topics clearly to non-technical customer stakeholders; Data-driven mindset for interpreting payroll accuracy and filing-timeliness metrics against each customer’s stated objective

Nice to have

Zendesk; NetSuite

Benefits

Unlimited PTO; Medical, Dental, Vision Insurance; 401k Match; Parental Leave; Laptop and equipment