Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Senior Customer Success Manager - Strategic Accounts (m/f/d) role.
Rezi rewrites your resume against Lano Software GmbH's job description. Free.
Tailor your resume to this Senior Customer Success Manager - Strategic Accounts (m/f/d) role.
Rezi rewrites your resume against Lano Software GmbH's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Senior Customer Success Manager - Strategic Accounts (m/f/d) posting at Lano Software GmbH — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Senior Customer Success Manager - Strategic Accounts (m/f/d) posting at Lano Software GmbH — free, in seconds.
About the Role
Own a portfolio of complex enterprise client accounts, operating at the intersection of clients, internal operations, and the global partner network. Hold end-to-end accountability for client retention, account expansion, and seamless multi-country payroll delivery.
Responsibilities
- Manage a portfolio of EOR and multi-country payroll clients from go-live through renewal, with accountability for retention, satisfaction, and account expansion.
- Own onboarding programmes for multi-entity clients, including country-by-country implementation planning, cut-off calendars, shadow payroll and parallel runs, and first-cycle sign-off.
- Act as a senior point of escalation for payroll matters such as gross-to-net discrepancies, off-cycle runs, terminations and settlement payments, missing payslips, and payment file rejections.
- Brief and coordinate local payroll partners, monitor performance against agreed service levels, and ensure their findings are communicated to clients clearly and accurately.
- Support the transition of accounts from Sales to Customer Success and ensure that commitments made during the sales process are reflected in the delivery plan.
- Manage your case load to resolution, identify the root causes of recurring queries, and translate these into documentation, process changes, or product requirements.
- Manage contract scope, fee schedules, off-cycle and out-of-scope charges, invoice queries, renewals, and the expansion of integration services within your portfolio.
- Maintain accurate case and account data in Salesforce, produce account health reporting, and prepare and deliver quarterly business reviews.
- Document client-specific processes to a standard that allows colleagues to cover your accounts, and support the onboarding and development of less experienced team members.
Requirements
- A minimum of five years' experience in customer success, account management, or payroll operations within B2B SaaS, global payroll, EOR services, or an international payroll provider.
- Experience building trusted relationships with senior HR, Finance, and Payroll stakeholders in complex enterprise accounts.
- Strong commercial acumen, with experience contributing to retention and expansion outcomes.
- Demonstrated experience managing escalations with senior client stakeholders, including situations requiring the communication of adverse findings.
- The ability to manage a demanding portfolio autonomously and to set your own priorities against fixed payroll deadlines.
- Fluent English.
- Proficiency in German, French, Italian, or Spanish is a significant advantage.
- A structured, documentation-led working style.
Skills
- Customer Success
- Account Management
- Payroll Operations
- B2B SaaS
- Global Payroll
- EOR Services
- International Payroll
- Salesforce
- Notion
- Slack
- HRIS Integrations
- ERP Integrations
- Accounting Integrations
- German Payroll
- DATEV
- Statutory Social Security Reporting
- EU Employment Law Fundamentals
- Collective Bargaining Agreements
Location
- Remote
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
Benefits
- Flexible and hybrid work environment
- Work-life balance
- Fitness membership with ClassPass
- 26 days of vacation per year
- 2 social impact days
- Career development and growth
- Collaborative and inclusive company culture
- Diverse, international team
About the Company
- Lano is a global payroll platform enabling companies to standardize and manage multi-country payroll operations through a unified technology layer.
- We value humility and character as much as talent.
- At Lano, we want to maximize each individual’s potential through a continuous learning culture built on trust, commitment, and mutual respect.
- Just be yourself - you might bring something valuable to the role we didn't initially think of.
Equal Opportunity
- Lano is an equal opportunity employer - we celebrate diversity and are committed to creating an inclusive, friendly, and supportive environment where everyone can succeed.