Customer Success Manager

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

📋 Description

• The Customer Success Manager (CSM) is responsible for ensuring comprehensive client success for accounts managed within a Strategic POD.

• Manages customer relationships and P&L for key strategic accounts.

• Serves as the primary point of contact for clients, guaranteeing exceptional service delivery, operational consistency, adherence to contracts, and the realization of long-term value on a global scale.

• Oversees service governance, service delivery, and execution across various functions.

• Collaborates closely with Country Team Leads, AMO, AMS, ITCSO’s, HR Tech Leads, Country Knowledge Centers of Excellence (CoEs), Client Executives (CE’s), and Sales teams to ensure a cohesive, high-quality client experience that enhances client retention, reference-ability, NPS, and profitability.

⛳️ Requirements

• Strong comprehension of global payroll or HR service delivery models, particularly in multicounty operations.

• Extensive knowledge of client governance frameworks, SLAs, and service recovery strategies.

• Familiarity with payroll platforms and support tools (e.g., SAP ECP, Payroll Control Center, ServiceNow, Assist).

• Strong commercial insight, encompassing contract interpretation, change governance, and financial oversight.

• Exceptional communication, problem-solving, and stakeholder management abilities.

• 6–10 years of experience in customer success, client service leadership, or operations within global payroll, HR technology, or enterprise services.

• Proven track record of managing complex, multicounty client portfolios and maintaining senior client relationships.

• Demonstrated success in leading escalations, enhancing service quality, and supporting revenue retention.

• Experience in BPO, shared services, or managed services environments is highly preferred.

• Bachelor’s degree in Business, HR, Operations, Technology, or a related field (or equivalent experience).

• Payroll or HR certifications (e.g., CPP, FPC, CIPP) are a plus.

• Fluency in English is required; proficiency in additional regional languages is preferred.

🏝️ Benefits

• Health coverage

• Wellbeing programs

• Paid leave (vacation, sick, parental)

• Retirement plans

• Learning opportunities