Client Success Team Manager

This is a fully remote position, open to applicants in Spain.

📋 Description

• Lead, mentor, and cultivate a high-achieving Client Success team that prioritizes accountability, ownership, and a client-focused approach.

• Foster a consultative mindset within the team to guarantee the consistent provision of value-driven client engagement and adoption results.

• Conduct structured one-on-ones, performance evaluations, and development plans to continuously enhance capabilities and bridge skill gaps.

• Ensure unwavering compliance with governance standards, including standard operating procedures (SOPs), CRM cleanliness, forecasting discipline, and documentation excellence.

• Promote continuous improvement through coaching, process optimization, root-cause analysis, and operational upgrades.

• Take ownership of overall retention, renewal, and expansion metrics for the entire client portfolio managed by the team.

• Guarantee active management of each account against revenue and growth objectives through disciplined implementation of success strategies.

• Evaluate and authorize account strategies, renewal risk assessments, mitigation plans, and forecasting inputs to maintain accuracy and accountability.

• Foster a proactive retention culture by ensuring early identification of risks and effective implementation of structured “save” strategies.

• Serve as an executive point of contact for select strategic, at-risk, and high-value clients.

• Lead or participate in quarterly business reviews (QBRs), service evaluations, and steering committees to uphold strong governance and consistent executive engagement.

• Provide escalation support for intricate client issues, ensuring swift resolutions through effective communication and cross-functional collaboration.

• Oversee the overall health of the client portfolio, identifying trends, risks, and opportunities across various regions, services, and stakeholder groups.

• Ensure that robust governance practices are consistently applied, including the cadence of QBRs, success planning, and health scoring.

• Leverage data and portfolio analytics to guide decision-making, enhance performance, and inform resource allocation and prioritization.

⛳️ Requirements

• Strong capability in relationship-building, with the ability to forge trusted partnerships and deliver outstanding client experiences across complex global accounts.

• Preferably possess a background in HR, payroll, or global workforce solutions.

• Essential fluency in English communication skills, both written and verbal.

• Proficiency in Spanish would be a significant advantage.

• Proven experience in people leadership, with a strong passion for coaching, developing, and motivating high-performing Client Success teams in dynamic international settings.

• Advanced skills in problem-solving, strategic thinking, and decision-making, with the capacity to balance long-term objectives against daily operational demands.

• Demonstrated ability to manage intricate portfolios, competing priorities, and cross-functional delivery with robust organizational and operational discipline.

• A data-driven mindset accompanied by strong analytical skills and a proven history of enhancing retention, client satisfaction, adoption, and overall portfolio performance through the achievement of key performance indicators (KPIs).

• Experience leading teams to meet key performance metrics, including NPS, CSAT, retention, adoption growth, escalation reduction, and operational service level agreements (SLAs).

• Strong governance and operational rigor, encompassing forecasting, reporting, CRM hygiene, renewal preparedness, and success plan execution.

• Confidence in navigating complex client situations, escalations, and executive-level stakeholder relations.

• Ability to collaborate effectively across matrixed, globally dispersed teams and influence stakeholders without direct authority.

• Experience working closely with Commercial teams to facilitate renewals, identify growth opportunities, and ensure accurate forecasting.

• Capacity to represent the client's voice internally, driving operational enhancements, mitigating risks, and strengthening overall service delivery.

🏝️ Benefits

• Autonomy and Flexibility (work in any way): Remote-first approach, allowing you to incorporate personal commitments like school runs and gym breaks into your schedule while maintaining high work standards.

• Generous leave: Enjoy a competitive leave package, which includes paid bonding leave for new family additions.

• Make a difference: Receive 2 paid charitable days off to support causes you care about.

• Corporate bonus/SIP: All Guardians are eligible for our annual bonus scheme or sales incentive plan.

• International environment: Expand your network globally and collaborate with colleagues worldwide. Engage, discover cultures, and leverage local expertise.

• Human-centered culture: We prioritize the people aspect in everything we do. Our supportive culture ensures your ideas reach our leaders, and your contributions are recognized.

• Learning: We promote your continuous growth by providing access to 2 learning platforms, enabling you to learn at your own pace.