Customer Success Manager
2 days ago
Granada
ppThe 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 PL management of 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, reference‑ability, NPS, and profitability. /ph3Key Responsibilities /h3bCustomer Relationship Governance Leadership /bulliServe as the primary point of accountability for assigned client, owning overall relationship health, satisfaction, and service outcomes. /liliAct as a trusted advisor to senior client stakeholders by understanding business priorities, risk areas, and transformation opportunities. /liliLead client governance routines including operational reviews, SLA tracking, QBRs, and escalation management. /liliEnsure adherence to contractual commitments, service scope, and governance cadence across all countries in scope. /li /ulbService Oversight Delivery Assurance /bulliProvide end‑to‑end oversight of service delivery across assigned client. /liliPartner with Country Operations Leads and Teams to ensure timely, accurate, and compliant service execution. /liliMonitor delivery performance, controls, and audit readiness; proactively address risks or systemic issues. /liliCoordinate resolution of complex, cross‑functional issues impacting service quality or client confidence. /li /ulbOperational Cross‑Functional Coordination /bulliCollaborate with AMO and technical teams to resolve application, integration, or configuration challenges. /liliWork with Country Knowledge CoEs to ensure alignment with country‑specific regulations and legislative updates. /liliDrive consistency, standardization, and best practices across regions, while accommodating local requirements. /liliContribute to POD level initiatives including automation, process improvements, and service model evolution. /li /ulbCommercial Financial Accountability /bulliOwn the client PL and improve both top and bottom lines. /liliSupport revenue retention and growth by identifying expansion opportunities and partnering with Sales and Account Executives. /liliReview and manage change requests (CRs), ensuring scope, pricing, and execution align with contractual terms. /liliOversee billing validation, revenue tracking, and cost awareness in collaboration with Finance and POD leadership. /liliProvide insight and input into account planning, forecasting, and long‑term client strategy. /li /ulbLeadership Stakeholder Management /bulliInfluence and orchestrate cross‑functional teams with or without direct line management authority. /liliSupport effective resource planning and escalation across operational teams. /liliPromote a culture of accountability, transparency, and continuous improvement across the POD. /liliChange 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”. /liliServe as a role model for client‑centricity, operational excellence, and business excellence. /li /ulh3Knowledge /h3ulliStrong understanding of global payroll or HR service delivery models, including multicounty operations. /liliDeep knowledge of client governance frameworks, SLAs, and service recovery practices. /liliFamiliarity with payroll platforms and support tools (e.g., SAP ECP, Payroll Control Center, ServiceNow, Assist). /liliSound commercial acumen, including contract interpretation, change governance, and financial oversight. /liliExcellent communication, problem‑solving, and stakeholder management skills. /li /ulh3Experience /h3ulli6–10 years of experience in customer success, client service leadership, or operations within global payroll, HR tech, or enterprise services. /liliProven experience managing complex, multicounty client portfolio and senior client relationships. /liliDemonstrated success leading escalations, driving service improvements, and supporting revenue retention. /liliExperience working in BPO, shared services, or managed services environments strongly preferred. /li /ulh3Education /h3ulliBachelor’s degree in Business, HR, Operations, Technology, or related field (or equivalent experience). /liliPayroll or HR certifications (e.g., CPP, FPC, CIPP) are a plus. /liliFluency in English required; additional regional language skills preferred. /li /ulpWe offer you a competitive total rewards package, continuing education training, and tremendous potential with a growing worldwide organization. /ppDISCLAIMER: 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. /p /p #J-18808-Ljbffr