Senior Customer Success Manager

CloudPay is an organisation of over 1,100 people united by a single purpose - to modernise the pay experience for business and people, raising the importance of pay processes beyond an operational function to become a true business advantage.

With a proud heritage of over 25 years, we are trusted to manage the pay processes of 250 global organisations, processing over 2.5 million payslips a year in 130 countries, handling over $24bn of payments in 168 currencies. We fully understand the challenges facing payroll teams and are committed to improving them.

Our integrated portfolio of payroll, funding, payments and pay on-demand solutions are delivered through a single cloud-based platform that can be deployed anywhere in the world. By unifying payroll, treasury and HCM functions and leveraging the latest technology, we can transform pay processes, making them fast and friction-free.

We’re making payroll more flexible, with services that can be deployed globally, regionally and locally giving employees a choice of how they prefer to be paid - making pay a key differentiator.

The benefits of working at CloudPay include a competitive compensation package, career development opportunities, access to wellness resources, and a vibrant global culture.

We are looking for passionate individuals who maintain a strong desire to succeed.

As a Senior Customer Success Manager, you will play a pivotal role in ensuring the success and satisfaction of our senior portfolio of clients. You will be responsible for managing relationships with senior global contacts, implementing strategic plans for commercial success, and fostering strong connections both internally and externally.

Daily Duties and Main Responsibilities will include:

- Oversee and nurture relationships with a senior portfolio of key clients.
- Ensure client satisfaction, retention, and growth through proactive engagement and regular check-ins.
- Build and maintain strong relationships with strategic contacts within client organizations.
- Collaborate with executives to understand their business goals and align our solutions to drive mutual success.
- Develop and execute strategic account plans to maximize commercial success and achieve business objectives.
- Identify growth opportunities and collaborate with internal teams to drive value for both the client and the company.
- Monitor account health, identify potential risks, and implement proactive measures to ensure customer success.
- Work closely with Sales and Product teams to identify upsell and cross-sell opportunities.
- Collaborate seamlessly with cross-functional teams, including Operations, product, and sales and marketing to deliver a unified customer experience.
- Act as a customer advocate internally, providing insights and feedback to drive product and service improvements.
- Understand key performance indicators (KPIs) to measure customer success and satisfaction.
- Continuously monitor metrics and proactively identify areas for improvement.
- Develop and implement improvement plans based on KPI analysis to enhance customer satisfaction and achieve business goals.
- Conduct regular business reviews with clients to review performance, discuss achievements, and address any challenges. Collaborate with clients on setting objectives for the upcoming months and years.

Attributes and Experience Required:

- Proven experience as a Customer Success Manager, ideally in a senior role.
- Experience working in the Payroll or HR Industry
- Demonstrated success in managing senior portfolios and working with C-level contacts.
- Strategic thinker with the ability to plan and execute initiatives that drive commercial success.
- Excellent communication and interpersonal skills. (English fluency is a must)
- Strong problem-solving abilities and a proactive mindset. Experience working in a global environment and navigating different cultures.

Package and Benefits:

- Competitive annual salary
- 24 days annual leave, plus bank holidays
- Earned Wage Access (via CloudPay Now app)
- Birthday leave
- Flexible remote working
- Life assurance
- Private medical insurance
- Personal and professional development opportunities
- Friendly working environment