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

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.

Customer Success Manager

Key skills