Customer Success Manager - International, Mid-Market
- Compensation
- Not disclosed
- Location
- Glasgow, GB
- Work setup
- Not specified
- Seniority
- Middle
- Employment
- Not specified
- Experience
- Not specified
- Category
- Customer success
- Posted
Skills
Must have
- Experience managing complex B2B customers in Customer Success, Service Delivery, Account Management or a comparable role.
- Experience supporting international or multi-country customers.
- Experience leading structured service or business reviews with senior customer stakeholders.
- Strong understanding of contractual SLAs and KPIs, with the ability to turn performance data into clear customer conversations.
- A customer-focused and commercial approach, including experience supporting retention and account growth.
- Experience working in an integrated HR, payroll, SaaS, technology or managed-services environment.
- Strong planning, communication and stakeholder-management skills in an international environment.
Full description
About SD Worx
SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices across Europe and in Mauritius. Our purpose is to bring people solutions to life, enabling organisations of all sizes to turn Human Resources into a source of value for both the business and its people.
Our people solutions cover the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.
About the role
As a Customer Success Manager, you will manage a portfolio of international, high-complexity Mid-Market customers. You will combine customer relationship management with the structure and operational ownership typically found in a Service Delivery Manager role.
You will lead customer governance, monitor service performance and ensure commitments are delivered against agreed SLAs and KPIs. At the same time, you will build trusted relationships, support retention and identify opportunities to grow our customer partnerships.
You will join a collaborative team of 11 colleagues based across Málaga and Glasgow, working together to support complex international customer environments.
Key responsibilities
- Lead customer governance, including monthly service reviews and clear reporting against contractual SLAs and KPIs.
- Own the customer relationship and service performance, proactively managing challenges, priorities and agreed actions.
- Oversee service delivery and contractual commitments, including invoicing, service transitions and customer terminations.
- Drive retention and growth, identifying relevant upsell and cross-sell opportunities based on customer needs.
- Coordinate complex customer environments, working closely with SD Worx teams, partners and other stakeholders across countries and services.
What you bring
What we're looking for
- Experience managing complex B2B customers in Customer Success, Service Delivery, Account Management or a comparable role.
- Experience supporting international or multi-country customers.
- Experience leading structured service or business reviews with senior customer stakeholders.
- Strong understanding of contractual SLAs and KPIs, with the ability to turn performance data into clear customer conversations.
- A customer-focused and commercial approach, including experience supporting retention and account growth.