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