Client Service Lead - Senior - EMEA

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At Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you’ll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling work forces to perform at their best.

Learn more adaglobal.com Client Success Leader

The Role The Customer Success Leader (CSL) is accountable for end-to-end client success for a client supported within a Strategic POD. This role is responsible for customer relationship and P&L management of (a) strategic account(s). The CSL acts as the primary client owner, ensuring service excellence, operational stability, contractual adherence, and long-term value realization globally.

The CSL owns service governance, service delivery, and cross functional execution. Partnering closely with Country Team Leads, AMO, AMS, ITCSO’s, HR Tech Leads, Country Knowledge Centers of Excellence (CoEs), Client Execs (CE’s), and Sales, the CSL ensures a seamless, high-quality client experience that drives Client retention and reference-ability, NPS, and profitability.

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.

Service Oversight & Delivery Assurance 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.

Operational & Cross Functional Coordination 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.

Commercial & Financial Accountability 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.

Leadership & Stakeholder Management 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.

Requirements Knowledge Strong  understanding of global payroll or HR…