[Hiring] Customer Success & Support Manager @Flatrock

Role Description

• Customer Relationship & Journey Ownership
  • Act as the primary operational point of contact for customers post-sales handover
  • Build strong, trusted relationships with client stakeholders and guide them through implementation and onboarding
  • Navigate customers through their experience lifecycle, ensuring smooth adoption and engagement
  • Become a trusted advisor who translates business needs into effective implementation outcomes
  • Manage and strengthen relationships to support retention, satisfaction, and long-term success
• Implementation Coordination & Delivery Oversight
  • Coordinate HRIS and Payroll implementation consultants and track delivery milestones
  • Manage the handover from Sales into Implementation, ensuring clarity on scope, timelines, and expectations
  • Oversee implementation governance including status tracking, risk identification, issue resolution, and reporting
  • Ensure alignment across internal teams including Implementation, Payroll, Product, Engineering, and Customer Success
  • Support implementation readiness and ensure customers provide required inputs for successful go-live
• Customer Enablement & Adoption
  • Train customers on HRIS and payroll processes and platform usage
  • Drive product adoption with a focus on long-term customer value and success
  • Lead customer interactions with a growth and value-realisation mindset
  • Support go-live and early lifecycle stabilisation
  • Act as a problem solver, helping customers overcome operational challenges
• Data, Insights & Problem Solving
  • Use data to assess customer health, identify risks, and surface opportunities
  • Synthesize insights into clear, actionable recommendations for stakeholders
  • Support decision-making by identifying trends, risks, and opportunities across accounts
• Cross-Functional Collaboration & Growth Enablement
  • Collaborate closely with Account Executives, Customer Success Managers, Onboarding Managers, Product, and Support teams
  • Act as the voice of the customer, sharing structured feedback with Revenue and Product teams
  • Identify expansion opportunities and refer appropriately to Sales teams
  • Contribute to improving customer journey processes, playbooks, and delivery standards
  • Maintain the day-to-day operational relationship with the client’s Partner Management team, ensuring strong alignment, communication, and collaboration across all delivery workstreams

Qualifications

• 1–3+ years of experience in Customer Success, Operations, Support, Consulting, Implementation, or similar customer-facing roles
• Experience in fast-growth startups, payroll/HR tech/SaaS, consulting, or similarly complex environments
• Strong stakeholder management and coordination skills across multiple parties
• Ability to manage competing priorities in fast-paced environments
• Strong analytical mindset with ability to translate data into insights
• Excellent communication skills with senior stakeholders
• Highly collaborative, proactive, and execution-oriented
• Comfortable working in ambiguous environments
• Strong track record of achievement and progression
• Fully proficient in English

Company Description

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