Customer Success Manager

About the Organisation

A market-leading provider of umbrella and contractor payroll technology, supporting the UK temporary labour market at scale. The business is recognised for its compliant payroll solutions, strong customer service culture and robust systems designed for high-volume contractor engagement. With a reputation built on service quality, compliance and operational excellence, the organisation continues to grow by delivering an exceptional customer experience.

The Role

An opportunity for an experienced Customer Success Manager to join a specialist payroll technology business in a pure implementations and customer experience role. You will lead client onboarding and implementations, ensuring customers experience a smooth, compliant and well-managed transition onto the platform. You will act as the operational and subject-matter expert throughout the customer lifecycle, supporting system adoption, payroll set-up and best-practice processes within an umbrella payroll environment.

Key Responsibilities

• Lead end-to-end client implementations across umbrella and contractor payroll solutions
• Own the customer onboarding and post-implementation experience, ensuring high adoption and satisfaction
• Act as a senior client contact during implementation and early service delivery
• Apply strong knowledge of UK payroll legislation and umbrella payroll compliance
• Support accurate system configuration for high-volume and batch payment payroll models
• Manage and improve onboarding, implementation and customer experience processes
• Work closely with internal operations, compliance and product teams
• Proactively manage service quality, risk and client retention
• Feed customer insight and improvement opportunities back into the business

About You

You will come from the umbrella payroll or contractor payroll sector, with experience in implementations, service delivery or customer success.

Essential experience:

• Strong understanding of UK payroll legislation and umbrella payroll compliance
• Knowledge of contractor payroll workflows and batch payment structures
• Experience delivering system implementations or onboarding projects
• Client-facing experience within payroll, payroll software or professional services
• Confident engaging with senior stakeholders without direct payroll processing responsibility