Customer Success Manager

About this job opportunity

Our Vision

To be the world's most trusted global payroll partner, simplifying pay for all employees.

Our Mission

Empowering global workforces with seamless, compliant, and innovative payroll and payment solutions, enabling businesses to thrive in a connected world.

Our People

Our fundamental beliefs at CloudPay are built on core values of professionalism, passion, empowerment, innovation, and teamwork. We value our employees and strive to create a great workplace where everyone is valued, heard, inspired, and encouraged to bring their authentic selves to work. We're committed to providing an excellent employee experience through fulfilling projects, empowerment to make a difference, and an environment that inspires innovation.

What makes this role exciting

At CloudPay, we’re transforming global payroll and human capital management through our unified cloud-based platform. Our mission is to deliver compliant, scalable, and insightful solutions for multinational businesses worldwide. As we grow, we're looking for a passionate and strategic Customer Success Manager (CSM) to join our team and help ensure our customers receive the highest level of value and support.

As a Customer Success Manager, you will serve as the critical bridge between CloudPay and our global clients. You’ll be responsible for managing relationships, enhancing the customer experience, and ensuring the successful adoption of our platform and services. Working closely with cross-functional teams, you'll help customers achieve their business goals, maximize the value of their CloudPay partnership, and ensure long-term satisfaction and retention.

Main responsibilities

• Act as the primary high-level point of contact for assigned global clients using CloudPay’s Managed Payroll Services.

• Oversee the successful transition of new clients from implementation to steady-state operations, ensuring adoption of core service tools such as reporting, invoicing, and KPI tracking.

• Coordinate service delivery by collaborating with both internal teams and external payroll providers, ensuring timely and quality execution.

• Promote adoption of standardized services and support the transition to a centralized service model.

• Monitor overall client satisfaction, engagement, and strategic alignment

• Proactively identify and resolve potential service delivery issues, ensuring continuity and customer value.

• Manage and track client requests and actions, ensuring resolution and timely follow-up.

• Develop and maintain a master service schedule to ensure all deliverables are met.

• Conduct annual client visits to build relationships and strengthen customer intimacy.

• Create and maintain strategic account plans for key clients, ensuring comprehensive support and opportunity identification.

• Identify and pursue opportunities for upselling and service expansion to support growth.

• Manage contract renewals and drive client retention efforts

**This role follows hybrid working arrangement with 4x/month RTO in Makati. Work schedule is Monday-Friday 3PM to 12MN.

Experience needed for this role

• Proven experience in Customer Success, Account Management, or Strategic Planning roles within a B2B environment.

• Solid understanding and practical experience with Human Capital Management (HCM) or payroll applications.

• Demonstrated success managing complex, global customer relationships at both operational and executive levels; includes strategic planning and thinking, issue resolution and escalation management.

• Ability to think strategically while managing day-to-day customer needs and issue resolution through collaboration and building strong relationships with customers.

• Skilled in cross-functional collaboration, engaging across Sales, Managing Partners, Marketing, Operations, Customer Support and Product Management.

• Exceptional communication skills (English)—verbal, written, and presentation—including experience leading meetings and webinars

About you and Our core values

• Taking ownership, working with integrity and respect

• Being a team player is key to our culture

• Solution and customer focused

• Great initiative with the goal for excellence in achieving results

• Dedicated to developing and always looking for continuous improvements

• Be creative, be committed, be engaged and enjoy what you do

Philippines Package and Benefits

• Competitive Salary

• Competitive vacation allowance

• Calm app

• Sick Leave

• EAP

• Group Life Insurance, HMO

• Employee Referral Program

• De Minimis Benefit

• WFH Allowance

• Mid-Year Bonus

• 13th Month Pay

• Regularization Bonus, 1st Year Anniversary Bonus

• Bereavement Leave

• Paid Volunteering days

• Study Leave

• Marriage Leave

CloudPay is committed to being an equal opportunities employer.

#LI-PC #LI-HYBRID

The CloudPay culture is built upon on five core values, from which we develop our service, our technology and our business strategies. Our fundamental beliefs are a promise to our employees, customers and partners, built on the core values of professionalism, passion, empowerment, innovation, and teamwork.
Glassdoor