Lumberfi Pvt Ltd

Job Title: Customer Success Executive 

Location: Remote (US Shift- Timings)

Experience Required : 5+ Years

Customer Success Executive 

We are seeking a highly motivated and customer-focused Customer Success Executive (CSE) with strong program management and escalation management experience to support and retain strategic payroll customers. In this role, you will serve as a trusted advisor to clients, ensuring successful adoption, operational excellence, and long-term customer satisfaction across payroll solutions and services.

The ideal candidate has experience managing enterprise customer relationships, handling critical escalations, coordinating cross-functional initiatives, and driving customer retention in a fast-paced payroll or HR technology environment.

Key Responsibilities

• Build and maintain strong relationships with payroll customers, acting as the primary point of contact for strategic accounts.
• Drive customer retention, satisfaction, and long-term account growth through proactive engagement and success planning.
• Manage customer programs, implementation follow-ups, operational reviews, and service delivery initiatives.
• Lead and coordinate resolution of customer escalations, ensuring timely communication and issue resolution.
• Partner with internal teams including Payroll Operations, Product, Engineering, Compliance, and Support to address customer needs.
• Monitor customer health metrics, identify churn risks, and develop mitigation plans.
• Conduct regular business reviews and provide strategic recommendations to improve customer outcomes.
• Ensure customers are leveraging payroll solutions effectively while maintaining compliance and operational efficiency.
• Advocate for customer needs and provide feedback to internal stakeholders for continuous product and process improvement.

Required Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in Customer Success, Account Management, Program Management, or related client-facing roles.
• Experience in US-payroll, HR technology, HCM, or workforce management domain is a plus.
• Proven expertise in escalation management and handling high-priority customer issues.
• Excellent program and project management skills with the ability to manage multiple customer initiatives simultaneously.
• Strong communication, stakeholder management, and problem-solving abilities.
• Experience working with enterprise or mid-market customers preferred.
• Ability to work cross-functionally in a fast-paced environment.

What Success Looks Like

• Improved customer satisfaction and retention rates.
• Timely resolution of escalations and critical customer issues.
• Strong customer adoption and engagement with payroll solutions.
• Trusted partnerships with strategic customers and internal stakeholders.