Client Success Manager

OnPay is seeking a Client Success Manager to serve as a core service liaison and subject-matter expert, leading the end-to-end management and resolution of complex, multi-touch requests and projects. The ideal candidate will have deep payroll knowledge, combined with structured project coordination, and a white-glove approach to customer service. As a Client Success Manager, you will be responsible for ensuring multi-touch and complex inquiries are resolved promptly, conducting project-based touchpoints, reviewing client experiences, and developing actionable success plans.

* Provide phone and ticket support for complex client inquiries, leveraging hands-on expertise for multiple subjects.

* Lead end-to-end operational execution for complex client inquiries requiring sustained, multi-departmental involvement.

* Monitor project milestones, drive internal cross-team accountability, and deliver transparent status updates on a regular cadence.

* Manage and resolve requests through thorough documentation, internal collaboration, and request tracking to ensure resolution.

* Maintain an understanding of other departments' workflows to facilitate project-level client requests efficiently.

* Foster positive relationships with clients through complex and/or time-sensitive issues.

* Maintain an extensive understanding of the OnPay system

* Document client interactions to improve client service quality

* Deliver best practices to clients to help improve the overall experience

What You Bring

* Highly analytical with the ability to research and translate complex information

* Highly organized with strong multitasking skills

* Exceptional verbal and written communication skills, and the ability to manage multiple client requests efficiently

* High sense of urgency and prioritization

* Strong decision-making skills

* Strong ability to build relationships with both internal and external stakeholders

* Exceptional follow-through; former project management experience a plus.

* Highly professional business acumen

* Positive attitude and passion for customer loyalty

* Proven effectiveness in handling technical payroll, tax, and service-related client requests

* Strong domain knowledge in cloud payroll, tax filings, HR software, and SaaS platforms

* Highly motivated and team-oriented

* FPC and/or CPP, preferred

* Four years of relevant work experience in payroll and/or tax operations is required

* Demonstrated experience delivering high-touch customer service and resolving complex payroll and tax inquiries

* Experience measuring and communicating key customer success metrics

Why OnPay?

* Momentum that matters: We’re backed by over $100MM in new funding and scaling rapidly.

* Market-leading product: OnPay consistently ranks among the highest-rated payroll solutions, earning top marks for usability, customer satisfaction, and support.

* Remote flexibility: Work from anywhere in the U.S., or join our collaborative HQ team in Atlanta’s Ponce City Market if you reside in the Atlanta metro area.

* Competitive compensation: Base salary + bonus + stock options = real upside for high performers.

* Comprehensive benefits: 4 weeks PTO + paid holidays, Medical/Dental/Vision, Short- & Long-Term Disability, Life Insurance, Fertility Benefits, Parental Leave, and a 401(k) with company match.

* Growth culture: Join a team with deep employee benefits experience, payroll expertise, market momentum, and a genuine commitment to helping employees grow their careers.

* Client-first ethos: OnPay is built on a culture of transparency and service — from our transparent pricing to our commitment to making small business simpler.

Location & Compensation

* Remote (U.S.) | Atlanta HQ Optional

* Compensation includes a pay range of $30-$35 per hour. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.