Customer Success Manager

Job description

The Customer Success Manager (CSM) 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 CSM acts as the primary client owner, ensuring service excellence, operational stability, contractual adherence, and long-term value realization globally. The CSM 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 CSM 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 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, ServiceNow, Assist). • Sound commercial acumen, including contract interpretation, change governance, and financial oversight. • Excellent communication, problem-solving, and stakeholder management skills. Experience • 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. Education • 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. DISCLAIMER: 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. .