Customer Success Manager

Strada Global; Alabama; On-site; USD 90,000 - 130,000; Full time

Job summary

Strada Global is seeking a senior leader to own the client relationship for a key multinational client in the US. You will drive governance, oversee service delivery, and ensure contractual adherence across countries.

Responsibilities include leading cross-functional teams, managing escalations, and contributing to the account strategy, forecast, and P&L. Fluency in English and strong stakeholder management are essential.

Qualifications

• 6–10 years in customer success or operations within global payroll, HR tech, or enterprise services.
• Proven experience managing multicounty client portfolios and senior client relationships.
• Experience leading escalations and driving service improvements.
• Background in BPO, shared services, or managed services is preferred.

Responsibilities

• Own the client governance routines including SLAs, QBRs, and escalation management.
• Lead end-to-end service delivery oversight across the assigned client.
• Coordinate cross-functional teams to align with country-specific regulations.
• Drive commercial accountability, including change requests and revenue retention.

Skills

Client relationship management

Stakeholder communication

Strategic leadership

Problem solving

Risk management

Education

Bachelor's degree in Business, HR, Operations, Technology

Payroll or HR certifications (CPP, FPC, CIPP) preferred

Tools

SAP ECP

Payroll Control Center

ServiceNow

Assist

Job description

Key Responsibilities

Customer Relationship & Governance Leadership

• Serve as the primary point of accountability for assigned client, owning overall relationship health, 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.

Service Oversight & Delivery Assurance

• Provide end-to-end oversight of service delivery across assigned client.
• 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.

Operational & Cross Functional Coordination

• 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.

Commercial & Financial Accountability

• 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.

Leadership & Stakeholder Management

• 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-centricity,operational, and business excellence.

Requirements

Knowledge

• 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.

Experience

• 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.

Education

• 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.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.