Global Customer Success Manager

1 week ago

Glasgow, Glasgow City, United Kingdom activpayroll Full time £40,000 - £60,000 per year

Department:
Operations

Location:
Any activpayroll location

Description
This is a pivotal role at the heart of our global operations. As Global Customer Success Manager, you'll be responsible for driving customer retention, advocacy, and growth across a diverse international client base. It's a multifaceted position that blends strategic account management with hands-on service delivery — ensuring our global payroll solutions are delivered seamlessly, efficiently, and with measurable impact.

You'll act as the bridge between customer expectations and operational execution, identifying opportunities to expand services, strengthen relationships, and unlock long-term value. If you thrive in a fast-paced, people-first environment and love turning challenges into opportunities, this role is for you.

On a typical day, you'll...

  • Serve as the primary contact for assigned global clients, leading regular check-ins, strategic reviews, and managing service escalations.
  • Oversee the delivery of global payroll services across in-house teams and in-country partners, ensuring consistent quality and a seamless experience.
  • Collaborate with Operations to monitor performance and ensure services meet customer needs and agreed outcomes.
  • Analyse service delivery data to identify trends, risks, and opportunities for improvement.
  • Lead resolution of complex service queries, coordinating internal resources to maintain customer confidence.
  • Support audits and compliance checks, ensuring risks are communicated clearly and appropriately.
  • Recommend new ideas and solutions to improve operational efficiency and customer satisfaction.
  • Build strong relationships that enable account growth and service expansion.
  • Identify upsell and cross-sell opportunities, working with commercial teams to present value-driven solutions.

Does this sound like you?

  • Deep expertise in outsourced payroll services, ideally across multiple regions.
  • Strategic thinker with the ability to connect customer needs to operational outcomes.
  • Professional presence with humility, humour, and authenticity.
  • Resourceful and pragmatic — able to deliver results in complex, fast-moving environments.
  • Skilled at managing multiple processes, people, and priorities simultaneously.
  • Clear, courageous communicator who builds trust and influence at every level.
  • Commercially savvy, with strong judgement and a drive to contribute to business growth.
  • High energy, high integrity, and a genuine passion for delivering exceptional customer experiences.

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