Client Success Specialist

Department:Client Success

Reports To:Director of Client Success / New & Emerging Markets

Locations: Open to one of the following offices - Billings MT Oklahoma City OK Houston TX Dallas TX Austin TX or San Antonio TX

FLSA Status:Exempt

Position Summary

The Client Success Specialist (CSS) serves as the primary guide for new clients during their onboarding journey. This roleis responsible fordeliveringa seamless high-touch experience from contract execution through the successful completion of the clients first two payrolls in Darwin.

The CSS acts as the bridge between Sales Benefits Payroll Operations and the long-term service team ensuring accuracy communication and confidence during a clients transition to our services. A criticalcomponentof this role includes training clients onmyHRsystem functionality to ensure adoption confidence and operational efficiency from day one.

Key Responsibilities

• Lead new clients through the full onboarding lifecycleestablishingtimelines and clear expectations.

• Ensure all required documentation is received prior toonboardinglaunch.

• Serve as the primary point of contact during implementation.

• Build and prepare client payrollsetupin Darwin.

• Process andvalidatethe first two payrolls with accuracy and timeliness.

• Audit payroll data to ensure compliance and alignment with client expectations.

• Conduct structured training sessions onmyHRsystem functionality including payroll approvals onboarding workflows reporting and administrative tools.

• Provide live demonstrations and reinforce system best practices to drive adoption.

• Partner closely with Sales to ensure a smooth and well-documented transition.

• Coordinate with Benefits Consultants and Benefits Operations (BOP) to ensurebenefitsetup isaccurateprior to first payroll.

• Deliver high-touch client education across payroll benefits and system workflows.

• Prepare a comprehensive and well-documented handoff to the long-term service team.

Qualifications

• 35 years of payroll PEO HR or client onboarding experience.

• Experience processing payroll in complex or multi-state environments preferred.

• Experience training clients on HRIS or payroll systems (myHRexperience preferred).

• Strong understanding of benefit implementation timelines.

• Excellent project management and organizational skills.

• Exceptional communication and client-facing abilities.

• High attention to detail and process orientation.

Core Competencies

• Client-Centered Mindset

• Strong Proactive Communication

• Cross-Functional Collaboration

• Accountability & Ownership

• Process Discipline

• System Expertise

• Professional Presence