Hybrid Global Customer Success Manager: Payroll & HCM

CloudPay Asia; Manila; Hybrid; PHP 893,000 - 1,562,000; Full time

Benefits offered by this job

Competitive salary

Mid-Year Bonus

13th Month Pay

HMO

WFH Allowance

Sick Leave

Group Life Insurance

EAP

De Minimis Benefit

Regularization Bonus

Job summary

CloudPay Asia is seeking a seasoned Customer Success Manager to bridge CloudPay with its global clients. You will manage relationships, drive adoption of the cloud-based platform, and ensure customer success and retention across regions.

In this hybrid role, you will collaborate with cross-functional teams to deliver value, oversee renewals, and identify expansion opportunities while maintaining high customer satisfaction.

Qualifications

• Proven experience in Customer Success, Account Management, or Strategic Planning roles within a B2B environment.
• Solid understanding of Human Capital Management (HCM) or payroll applications.
• Experience managing global customer relationships at executive levels; includes strategic planning and escalation management.
• Ability to think strategically while handling day-to-day customer needs and issue resolution.

Responsibilities

• Act as the primary high-level contact for assigned global clients.
• Oversee transition of new clients from implementation to steady-state operations.
• Coordinate service delivery with internal teams and external payroll providers.
• Promote adoption of standardized services and centralized service model.
• Monitor client satisfaction, engagement, and strategic alignment.
• Identify and resolve potential service delivery issues to ensure value.
• Manage client requests and ensure timely follow-up.
• Develop and maintain a master service schedule for all deliverables.
• Conduct annual client visits to strengthen relationships.
• Create strategic account plans for key clients and identify opportunities.
• Pursue upsell opportunities and service expansion to support growth.
• Manage contract renewals and drive client retention.

Skills

Customer Success

Account Management

Strategic Planning

B2B

Tools

HCM software

Payroll platforms

CRM (Salesforce)

Job description

CloudPay Asia is seeking a seasoned Customer Success Manager to bridge CloudPay with its global clients. You will manage relationships, drive adoption of the cloud-based platform, and ensure customer success and retention across regions.

In this hybrid role, you will collaborate with cross-functional teams to deliver value, oversee renewals, and identify expansion opportunities while maintaining high customer satisfaction.