Customer Success Manager - Remote

Strada is a people, payroll, and technology leader simplifying international workforce management. The Customer Success Manager is responsible for end-to-end client success, managing customer relationships, and ensuring service excellence and operational stability across strategic accounts.

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
• Coordinate resolution of complex, cross functional issues impacting service quality or client confidence
• Collaborate with AMO and technical teams to resolve application, integration, or configuration challenges
• Work with Country Knowledge CoEs to ensure alignment with country specific regulations and legislative updates
• Drive consistency, standardization, and best practices across regions, while accommodating local requirements
• Contribute to POD level initiatives including automation, process improvements, and service model evolution
• Own the Client P&L and improve both top and bottom lines
• Support revenue retention and growth by identifying expansion opportunities and partnering with Sales and Account Executives
• Review and manage change requests (CRs), ensuring scope, pricing, and execution align with contractual terms
• Oversee billing validation, revenue tracking, and cost awareness in collaboration with Finance and POD leadership
• Provide insight and input into account planning, forecasting, and long-term client strategy
• Influence and orchestrate cross functional teams with / without direct line management authority
• Support effective resource planning and escalation across operational teams
• Promote a culture of accountability, transparency, and continuous improvement across the POD
• Change the mindset from “we are a back-office and cost-to-company” – to “we run like a business, and generate value for our clients, and revenue and margin for Strada”
• Serve as a role model for client, operational, and business excellence

Requirements:

• 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
• 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
• Bachelor's degree in business, HR, Operations, Technology, or related field (or equivalent experience)
• Fluency in English required
• Payroll or HR certifications (e.g., CPP, FPC, CIPP) are a plus
• Additional regional language skills preferred