International Customer Success Manager - 12-Month Cover

SD Worx

Glasgow

Hybrid

GBP 45,000 - 65,000

Full time

7 days ago

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Job summary

SD Worx is seeking a Customer Success Manager to oversee a portfolio of international Mid-Market customers, blending governance with service delivery and strategic relationship management. You will join a collaborative team of 11 colleagues based across Málaga and Glasgow, leading monthly reviews, tracking SLAs and KPIs, and driving retention and growth.

This is a 12-month maternity cover opportunity, offering immediate ownership of an established portfolio and exposure to complex international

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; translate data into clear customer conversations.
Customer-focused with a commercial approach including retention and growth.
Experience in HR/payroll SaaS or managed-services environment.
Strong planning and stakeholder-management skills in an international environment.

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 priorities.
Oversee service delivery and contractual commitments, including invoicing and transitions.
Drive retention and growth through upsell and cross-sell opportunities.
Coordinate complex customer environments with cross-country SD Worx teams and stakeholders.