Customer Relationships Manager London

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: 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: Actively identify and capitalise on opportunities to increase customer revenue. Promote higher‑tier plans and relevant add‑ons that align with the customer’s needs and objectives, ensuring they maximise the value of PayFit’s offering. 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 maximize 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 - 30min Interview with the hiring manager (Relationships Manager) - 45min Business case with the Hiring Manager and the Head of CS - TBC Interview with members of the Relationships team - 30min Background Check (ISO27001 certification): identity, diploma, and past professional experiences will be checked after the offer. What we offer Flexibility: We believe it is key to produce your best work and to be fulfilled. We therefore offer the possibility to 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 have a great learning platform where you can learn new skills every day with the support of our company. We also have English language courses to improve your business communication vocabulary and get to the next level. 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. Home office budget: 150€ per year to help you get set up in the best conditions. A MacBook as our standard working tool. Health promotion: Private medical insurance with Vitality Meals: Weekly Deliveroo credit to spend on meals of your choice. Fortnightly fruit packages delivered to your house (to help you get your 5 a day) Public transportation: A minimum of 50% of your travel cost to the office is covered by us. Parental support program: 20 weeks of maternity leave supported by PayFit and 6 weeks of leave for the co-parent. Time off: 25 days of paid holidays per year. 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 #J-18808-Ljbffr