PayFit
Customer Relationship Manager UK
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Get to know us
Do you want to help us shape what the future of work will look like and how it will best embrace our life's aspirations? If this sounds like a journey you want to embark on, we may have the right role for you! PayFit is an intuitive cloud-based payroll and employee management solution designed specifically for SMBs. Since 2015, we have set ourselves a mission to simplify payroll for SMBs and enable employers and employees to grow together. We are a European company operating from 3 main countries (France, Spain, and the UK) where we are supporting over 20,000 clients.
Creating a fulfilling work environment and culture is also a core mission at PayFit, and our day-to-day work philosophy is reflected in our four values:
- Care: We genuinely care for others whoever they are, whatever they think.
- Excellence: We aim to improve and achieve better results every day.
- Humility: Staying humble and exchanging transparent feedback helps us to grow and improve.
- Passion: We are the architects of PayFit's success.
A key part of our culture, and essential for our success, is also improving the diversity of our teams and building an inclusive culture where you can be yourself at work.
This is why our recruitment focuses on the skills you demonstrate, and not only on your academic background or previous professional experiences. At PayFit we understand that you can gain applicable skills through a variety of life experiences and we are interested in knowing them, too.
Location
The position is based in the United Kingdom, with occasional visits to the London office.
Position Overview
As a Customer Relationship Manager at PayFit, you'll play a key role in delivering an exceptional end-to-end customer experience for both our self-service and managed service client base. Acting as a trusted partner from onboarding through to long-term success, you'll build strong, strategic relationships with customers, ensuring they feel supported, heard, and confident at every stage of their journey.
Working as part of our Customer Success team, you'll guide customers through implementation, drive product adoption, and help them achieve measurable value and return on investment from PayFit. Through proactive engagement, thoughtful problem-solving, and a customer-first approach, you'll become a trusted advisor while championing customer needs internally.
You'll bridge the gap between implementation and ongoing relationship management, collaborating closely within a cross-functional team to deliver seamless customer experiences, foster long-term partnerships, and contribute to PayFit's continued growth.
Your mission
Your mission is to empower customers to succeed with PayFit by building trusted relationships, driving adoption, and delivering outstanding support and service that creates lasting value.
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You'll proactively support customers throughout their journey, helping them achieve their business goals while identifying opportunities to expand their use of PayFit. By balancing customer advocacy with commercial awareness, you'll maximise customer satisfaction, retention, and long-term growth.
Key responsibilities
Onboarding & Customer Success
- Deliver a seamless onboarding experience, equipping customers with the knowledge, confidence, and resources they need to become successful PayFit users.
- Build and nurture trusted relationships with customers from day one, acting as their primary point of contact throughout their PayFit journey.
- Understand each customer's business goals, challenges, and priorities, creating tailored success plans that drive measurable outcomes.
- Identify opportunities to increase product adoption and engagement, helping customers unlock the full value of PayFit.
Relationship Management & Customer Experience
- Deliver a consistently exceptional customer experience, ensuring customers feel supported, valued, and confident at every stage of their journey.
- Proactively monitor customer health, identify potential churn risks, and implement retention strategies that strengthen long-term partnerships and customer loyalty.
- Lead regular customer touchpoints, including Quarterly Business Reviews (QBRs), to review progress, align on objectives, and support continued success.
- Lead pre-payroll calls with customers who require additional guidance, with the support of an Expert if needed.
- Manage the call-back service, responding promptly, within the SLA, to customer requests for additional support and ensuring queries are resolved efficiently and with a high level of care.
- Manage relationships with strategic partners, providing ongoing guidance, training, and support to enable mutual success.
Commercial Growth
- Identify opportunities to grow customer accounts through consultative conversations, recommending add-ons that best meet customer needs.
- Balance a customer-first approach with commercial awareness, helping customers maximise their investment while contributing to PayFit's growth.
- Participate in price review campaigns, proactively engaging with customers to communicate pricing changes and demonstrate the ongoing value of PayFit.
Cross-functional Collaboration & Continuous Improvement
- Collaborate closely with Sales, Product, and other internal teams to ensure a seamless customer experience.
- Champion the voice of the customer by sharing insights, feedback, and trends that help shape product improvements and enhance the overall customer journey.
- Continuously look for ways to improve processes, customer outcomes, and the way we support our customers as PayFit continues to grow.
This role is for you if:
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- You have 3+ years' experience in a customer-facing Customer Success, Account Management, or Relationship Management role within a B2B environment.
- You have a proven track record of building trusted relationships and delivering exceptional customer experiences - and you're excited to do that in a fast-growing, evolving tech environment.
- You're an excellent communicator: able to explain complex concepts clearly, lead commercial conversations confidently, and handle difficult situations with empathy and composure.
- You're highly organised, proactive, and comfortable managing multiple accounts simultaneously — always looking for ways to help customers succeed.
- You have a genuine customer-first mindset, with the commercial awareness to spot upsell opportunities that create real value for both sides.
- You're eager to learn payroll fundamentals and become a trusted expert in PayFit's products.
- You have experience with Salesforce or similar CRMs and an analytical approach to customer data are a plus.
What we offer
- Flexibility: We believe it is key to producing your best work and being fulfilled. We therefore offer the possibility to live and/or work away from our main offices, within the UK; as well as abroad for a defined period. Further requirements may apply depending on the role and your overall experience.
- Learning & Development: At PayFit, we offer a comprehensive learning platform that enables you to acquire new skills daily, supported by our company.
- Career Development: We want you to progress and be free to choose which direction you want to grow. There are also opportunities for internal moves.
- Health promotion: Private medical insurance with Vitality, with various options.
- Meals: Weekly Deliveroo credit to spend on meals of your choice. Fortnightly fruit and vegetable packages delivered to your house (to help you get your 5 a day!) thanks to a partnership with Oddbox.
- Public transportation: 50% of your travel cost to the office up to £100 a month is covered by us.
- Home office budget: Yearly work from home budget to help you get set up in the best conditions. A MacBook as our standard working tool.
- Parental support program: 16 weeks of maternity leave supported by PayFit at 100% and 4 additional weeks of leave for the co-parent at 100%.
- Time off: 25 days of paid holidays per year in addition to public holidays.
Disability Inclusion: All of our positions are open to any person living with a disability. To guarantee equal treatment and opportunities, we will take, based on individual needs, appropriate measures to adapt the work conditions of PayFiters with disabilities, and if needed also during the recruitment process. Please let us know what you need and we will do our best to accommodate!
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