Customer Success Manager - International, Mid-Market

SD Worx; Glasgow; Hybrid; GBP 42,000 - 64,000; Full time

Job summary

SD Worx is seeking a Customer Success Manager to manage a portfolio of international, high-complexity Mid-Market customers. You will combine customer relationship management with service delivery ownership, leading governance and ensuring KPI/SLA commitments are met.

You will join a collaborative team of 11 colleagues across Málaga and Glasgow, offering opportunities to grow partnerships and drive retention in a global payroll/HR environment.

Qualifications

• Experience managing complex B2B customers in Customer Success, Service Delivery or Account Management.
• Experience supporting international or multi-country customers.
• Experience leading structured service reviews with senior stakeholders.
• Strong understanding of SLAs and KPIs and ability to translate data into conversations.
• Customer-focused with commercial mindset, supporting retention and growth.
• Experience in HR/payroll/SaaS or managed services environments is a plus.

Responsibilities

• Lead customer governance with monthly service reviews and reporting against SLAs and KPIs.
• Own the customer relationship and service performance, proactively managing challenges and actions.
• Oversee service delivery and contractual commitments, including invoicing, transitions and terminations.
• Drive retention and growth by identifying upsell and cross-sell opportunities.
• Coordinate complex customer environments with SD Worx teams, partners and stakeholders across countries and services.

Skills

Customer Success

Service Delivery

Account Management

International Customers

Stakeholder Management

Job description

About SD Worx

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices across Europe and in Mauritius. Our purpose is to bring people solutions to life, enabling organisations of all sizes to turn Human Resources into a source of value for both the business and its people.

Our people solutions cover the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.

About the role

As a Customer Success Manager, you will manage a portfolio of international, high-complexity Mid-Market customers. You will combine customer relationship management with the structure and operational ownership typically found in a Service Delivery Manager role.

You will lead customer governance, monitor service performance and ensure commitments are delivered against agreed SLAs and KPIs. At the same time, you will build trusted relationships, support retention and identify opportunities to grow our customer partnerships.

You will join a collaborative team of 11 colleagues based across Málaga and Glasgow, working together to support complex international customer environments.

Key responsibilities

• Lead customer governance, including monthly service reviews and clear reporting against contractual SLAs and KPIs.

• Own the customer relationship and service performance, proactively managing challenges, priorities and agreed actions.

• Oversee service delivery and contractual commitments, including invoicing, service transitions and customer terminations.

• Drive retention and growth, identifying relevant upsell and cross-sell opportunities based on customer needs.

• Coordinate complex customer environments, working closely with SD Worx teams, partners and other stakeholders across countries and services.

What you bring

What we're looking for

• Experience managing complex B2B customers in Customer Success, Service Delivery, Account Management or a comparable role.

• Experience supporting international or multi-country customers.

• Experience leading structured service or business reviews with senior customer stakeholders.

• Strong understanding of contractual SLAs and KPIs, with the ability to turn performance data into clear customer conversations.

• A customer-focused and commercial approach, including experience supporting retention and account growth.

• Experience working in an integrated HR, payroll, SaaS, technology or managed-services environment.

• Strong planning, communication and stakeholder-management skills in an international environment.

Additional experience we value

• Knowledge of international payroll or HR services.

• Familiarity with HRIS or workforce solutions such as Dayforce or Protime Time & Attendance.

• Experience using MyServicePoint (MySP) or a comparable service-management platform.

• Knowledge of FLO PRO, other SD Worx solutions, or Lean continuous-improvement methods.

What we offer

You will join an international team where Customer Success goes beyond traditional relationship management. You will have real ownership of service performance and the opportunity to work with sophisticated international customer environments.

With colleagues across Málaga and Glasgow, you will be part of a team that collaborates across borders while sharing knowledge, expertise and responsibility for customer success.

Salary range information will be shared with candidates during the first call with the Talent Acquisition team.

Why join SD Worx?

• Flexible working that supports collaboration and autonomy.

• Learning and development opportunities to deepen your expertise.

• Career growth within an international Payroll & HR organisation.

• Exposure to high-complexity international customers, integrations and services.

• A collaborative team culture across Málaga and Glasgow.

Diversity & equal opportunities

SD Worx values diversity and inclusion in the workplace. We welcome applications from all qualified candidates regardless of origin, nationality, gender, gender identity, sexual orientation, age, disability, religion, ethnic or social background, or stage of life.

All hiring decisions are based on skills, experience, and role-related qualifications.