About the Company
Keka has been a silent revolution in the making since our launch. With a relentless focus on
building an employee-centric HR platform, we are trusted by 8,500+ businesses across India and
globally. Today, Keka is India’s #1 platform in its segment, with the highest number of new
customer adoptions — achieved with zero advertising spend, driven purely by customer love and
word of mouth.
We are an organization built by our people. The passion and extreme ownership our teams bring to
work every day are contagious. At Keka, we value transparency — we don’t hide our shortcomings
and aren’t afraid to ask for help. When we fail, we learn, adapt, and come back stronger. This open
and collaborative culture empowers our people to innovate across roles, teams, and boundaries.
In November 2022, Keka secured India’s largest Series A funding in the SaaS space, raising $57
million from WestBridge Capital, further strengthening our mission to redefine the future of HR and
payroll.
About the Role
We are looking for an experienced Customer Success Manager (CSM) with strong expertise in US
Payroll to manage and support KEKA’s US-based customers. This role owns the customer journey
end-to-end — from onboarding and implementation to ongoing account management and
post-implementation support — ensuring customers derive maximum value from KEKA’s payroll
and HR solutions.
The ideal candidate has hands-on experience with US payroll processes, multi-state compliance,
and regulations, along with a customer-first mindset, strong stakeholder management skills, and the
ability to thrive in a fast-paced SaaS environment.
Key Responsibilities
• Lead end-to-end implementation of KEKA solutions for our customers.
• Gather business requirements, configure payroll systems, and coordinate data migration
• Ensure accurate setup of payroll, tax, benefits, and compliance configurations
• Manage a portfolio of US customers post-implementation, driving long-term success
• Build strong, trusted relationships with key customer stakeholders
• Proactively monitor customer health, product adoption, and satisfaction metrics
• Act as an escalation point for complex payroll, compliance, and system-related issues
• Collaborate closely with internal Support, Payroll, Tax, and Product teams to resolve customer
concerns
• Ensure timely and accurate resolution of payroll errors, compliance queries, and system issues
• Advocate for customers internally and provide structured feedback to Product and Engineering
teams
Required Qualifications
• 2+ years of experience in Customer Success, Account Management, or Payroll Operations
• Strong hands-on experience with US payroll (multi-state payroll experience preferred)
• In-depth knowledge of US payroll tax regulations, filings, and compliance requirements
• Experience supporting or implementing Payroll, HRIS, or Workforce Management systems
• Excellent communication and stakeholder management skills
• Strong problem-solving and analytical abilities
• Ability to manage multiple customers and priorities in a fast-paced environment
