Customer Relationships Manager London

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Get to know us: 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 three main countries (France, Spain, and the UK) supporting over 20,000 clients. Creating a fulfilling work environment and culture is a core mission at PayFit, and our day-to-day work philosophy is reflected in our four values: Care, Excellence, Humility, and Passion. We are committed to improving the diversity of our teams and building an inclusive culture where you can be yourself at work. Recruitment focuses on the skills you demonstrate, and not only on academic background or previous professional experiences.

Location: London.

Position overview: As a Customer Relationship Manager, you’ll deliver an exceptional end-to-end experience for PayFit customers. From onboarding to long-term success, you’ll be a trusted partner who ensures customers feel supported and confident at every step of their journey. You’ll guide clients through implementation, drive product adoption, and help them realise clear value and ROI from PayFit. Through proactive engagement and thoughtful problem-solving, you’ll champion the voice of the customer and continuously improve their experience. You’ll sit within the Customer Success team, bridging implementation and relationship management. You’ll work cross-functionally to deliver smooth transitions, build trusted partnerships, and support PayFit’s growth.

Key responsibilities:

• Customer Relationship Management: Serve as the primary point of contact for onboarding and Premium customers, fostering strong, enduring relationships.
• Onboarding: Guide customers through a seamless onboarding experience by providing the resources they need to become self-sufficient on the platform.
• Upselling and Revenue Growth: Identify and capitalise on opportunities to increase customer revenue. Promote higher-tier plans and relevant add-ons that align with the customer’s needs, ensuring they maximise value. Develop and execute upselling strategies during regular touchpoints, including Quarterly Business Reviews (QBRs).
• Understanding Customer Needs: Regularly engage with customers to understand their requirements and business objectives, developing tailored action plans.
• Product Adoption: Drive strong product usage and adoption, identifying areas for improvement to optimise the customer experience and maximise product value.
• Churn Prevention: Proactively detect churn risks and implement actionable retention and loyalty strategies.
• Continuous Improvement: Deliver 5-star service to maximise customer retention and satisfaction.
• Partnership Relationship: Manage the relationship with our partners, helping with ongoing training and other needs.

We’d love to meet someone with:

• 3+ years in a customer-facing Customer Success or Account Management role in B2B tech/SaaS.
• Commercial fluency: renewals, upselling and cross-selling; confident leading value-led conversations.
• Hands-on across the customer lifecycle: onboarding/implementation, adoption, and ongoing success.
• Excellent written and verbal communication; able to explain complex topics simply.
• Strong organisation and prioritisation across multiple accounts.
• Proactive problem-solver with a customer-centric, empathetic approach.
• Willingness to learn the basics of payroll.
• Experience in conflict resolution or formal negotiation.

Nice to have:

• Balance of commercial outcomes with a supportive, consultative style.
• Proficiency with Salesforce (or similar CRM).
• Comfortable managing multiple accounts and parallel workstreams.
• Analytical mindset to interpret account health data and inform actions.

Interview process:

• Interview with a recruiter – 30 min
• Interview with the hiring manager (Relationships Manager) – 45 min
• Business case with the Hiring Manager and the Head of CS – TBC
• Interview with members of the Relationships team – 30 min

What we offer:

• Flexibility: work away from main offices within the UK or abroad for a defined period.
• Learning & Development: access to a learning platform and English language courses.
• Career Development: opportunities for progression and internal moves.
• Home office budget: 150€ per year; a MacBook as standard.
• Health promotion: private medical insurance with Vitality.
• Meals: weekly Deliveroo credit and fortnightly fruit packages.
• Public transportation: up to 50% of travel costs covered.
• Parental support: 20 weeks maternity leave and 6 weeks for co-parent.
• Time off: 25 days of paid holidays per year.
• Disability inclusion: all positions open to people living with disabilities; accommodations available as needed.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Sales and Business Development

Industries: IT Services and IT Consulting