Customer Success Manager
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Job Description
Customer Success Manager at Strada managing client relationships and service delivery across global payroll operations. Driving client satisfaction, operational stability, and financial performance in international markets.
Responsibilities:
- Serve as the primary point of accountability for assigned client, owning overall health relationship, 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 clients
- 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
- Collaborate with AMO and technical teams to resolve application, integration, or configuration challenges
- Drive consistency, standardization, and best practices across regions, while accommodating local requirements
- Own the Client P&L and improve both top and bottom lines
Requirements:
- 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
- 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
- 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.
Benefits:
- health coverage
- wellbeing programs
- paid leave (vacation, sick, parental)
- retirement plans
- learning opportunities
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