Customer Success Manager

Key Responsibilities Customer Relationship & Governance Leadership

• Serve as the primary point of accountability for assigned client, owning overall relationship health, satisfaction, and service outcomes.
• Act as a trusted advisor to senior client stakeholders by understanding business priorities, risk areas, and transformation opportunities.
• Lead client governance routines including operational reviews, SLA tracking, QBRs, and escalation management.
• Ensure adherence to contractual commitments, service scope, and governance cadence across all countries in scope.

• Provide end-to-end oversight of service delivery across assigned client.
• Partner with Country Operations Leads and Teams to ensure timely, accurate, and compliant service execution.
• Monitor delivery performance, controls, and audit readiness; proactively address risks or systemic issues.
• Coordinate resolution of complex, cross functional issues impacting service quality or client confidence.

• Collaborate with AMO and technical teams to resolve application, integration, or configuration challenges.
• Work with Country Knowledge CoEs to ensure alignment with country specific regulations and legislative updates.
• Drive consistency, standardization, and best practices across regions, while accommodating local requirements.
• Contribute to POD level initiatives including automation, process improvements, and service model evolution.

• Own the Client P&L and improve both top and bottom lines.
• Support revenue retention and growth by identifying expansion opportunities and partnering with Sales and Account Executives.
• Review and manage change requests (CRs), ensuring scope, pricing, and execution align with contractual terms.
• Oversee billing validation, revenue tracking, and cost awareness in collaboration with Finance and POD leadership.
• Provide insight and input into account planning, forecasting, and long-term client strategy.

• Influence and orchestrate cross functional teams with / without direct line management authority.
• Support effective resource planning and escalation across operational teams.
• Promote a culture of accountability, transparency, and continuous improvement across the POD.
• Change the mindset from "we are a back-office and cost-to-company" - to "we run like a business, and generate value for our Clients, and revenue and margin for Strada".
• Serve as a role model for client-centricity,operational, and business excellence.

• Strong understanding of global payroll or HR service delivery models, including multicounty operations.
• Deep knowledge of client governance frameworks, SLAs, and service recovery practices.
• Familiarity with payroll platforms and support tools (e.g., SAP ECP, Payroll Control Center, Service Now, Assist).
• Sound commercial acumen, including contract interpretation, change governance, and financial oversight.
• Excellent communication, problem-solving, and stakeholder management skills.

• 6-10 years of experience in customer success, client service leadership, or operations within global payroll, HR tech, or enterprise services.
• Proven experience managing complex, multicounty client portfolio and senior client relationships.
• Demonstrated success leading escalations, driving service improvements, and supporting revenue retention.
• Experience working in BPO, shared services, or managed services environments strongly preferred.

• Bachelor's degree in Business, HR, Operations, Technology, or related field (or equivalent experience).
• Payroll or HR certifications (e.g., CPP, FPC, CIPP) are a plus.
• Fluency in English required; additional regional language skills preferred.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.