Customer Success Manager

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Role Pitch

Our fast-growing, dynamic team is looking for an experienced Global Customer Success Manager.

Customer Success Management serves as the bridge between our global customers and the CloudPay organization.

The successful candidate will work directly with customers to enhance their overall user experience. The CSM will build customer relationships, understand their needs, engage key stakeholders at all levels, and support customers in achieving their business goals, thereby driving value and maximizing customer retention.

Key Responsibilities

• Act as CloudPay’s single, high-level point of contact for clients regarding a global payroll managed service solution.
• Ensure a smooth transition from client setup to the service model, including the use of consolidated service systems (Reporting, Invoicing, KPI, etc.).
• Coordinate with service partners to trigger, track, and close service delivery, whether in-house or with external payroll providers.
• Facilitate client adoption of consolidated services and transition to a centralization model.
• Monitor and manage client relationships and satisfaction at the headquarters level.
• Proactively address potential issues to ensure timely completion of global services, driving value and satisfaction.
• Respond to client demands, trigger actions, track progress, and close service delivery.
• Develop, produce, and monitor a master service schedule to ensure timely achievement of all deliverables.
• Visit clients at least once a year to strengthen relationships.
• Create account plans for major clients to manage the client comprehensively.
• Identify upselling and expansion opportunities to drive revenue growth.
• Manage customer contract renewals and foster client retention.

Required Attributes and Experience

• Proven experience in Customer Success Management, account management, or strategic planning.
• Knowledge and experience with Human Capital Management (HCM) or payroll applications.
• Industry experience in payroll or HR sectors.
• Experience in similar global B2B roles involving strategic planning, issue resolution, and escalation management at operational and executive levels.
• Ability to build strong relationships with customers, including at the executive level.
• Ability to collaborate across functions such as Sales, Marketing, Operations, Customer Support, and Product Management.
• Excellent communication skills, including hosting meetings and webinars.
• High proficiency in English.

Benefits Package

• Competitive salary
• 25 days annual leave plus bank holidays
• Earned Wage Access (via CloudPay Now app)
• Birthday leave
• Flexible hybrid working
• Life assurance
• Private medical insurance
• Development opportunities
• Friendly work environment

CloudPay is committed to equal opportunities employment.

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