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 role is responsible for delivering a seamless, high-touch experience from contract execution through the successful completion of the client's 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 client's transition to our services. A critical component of this role includes training clients on myHR system functionality to ensure adoption, confidence, and operational efficiency from day one.


Key Responsibilities

• Lead new clients through the full onboarding lifecycle, establishing timelines and clear expectations.

• Ensure all required documentation is received prior to onboarding launch.

• Serve as the primary point of contact during implementation.

• Build and prepare client payroll setup in Darwin.

• Process and validate the first two payrolls with accuracy and timeliness.

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

• Conduct structured training sessions on myHR system 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 ensure benefit setup is accurate prior 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

• 3-5 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 (myHR experience 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