Customer Success Manager in Renfrew

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people. Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

About the role:

As a Customer Success Manager, you will oversee more than 20 international customers served by SD Worx countries and in-country partners, spanning high and medium complexity mid-market segments. These customers often require advanced coordination due to multi-country coverage or non-standard solutions. You will also manage single-country customers under international Master Service Agreements, typically within the SME segment, and support a broader base of approximately 800 customers through a digital annual check-in process. Acting as the single point of contact, you’ll ensure efficient handling of escalations, deliver exceptional customer experiences, and drive success across all touchpoints.

What do we have to offer?

• A dynamic environment: flexible working hours and working from home
• 25 days holiday + 8 days public holiday
• Flexible benefits scheme (including ability to buy additional 5 days holiday)
• Pension up to 6% matched
• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)
• Referral program
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

Which tasks can you expect?

• Ensure all international customer cases are managed in MyServicePoint (MySP) in line with global SLAs/KPIs, excluding legacy customers on non-SDW platforms (e.g., Dayforce, SFTP).
• Promote full adoption of MySP by training and supporting customers in case management and payroll calendar adherence.
• Manage payroll calendars for SD Worx countries and in-country partners, ensuring timely distribution, approval, and Correctness Reporting to support SLA/KPI tracking. Align annual calendar processes for Dayforce customers.
• Submit international fund transfers and process non-recurring elements (WRNs). Coordinate additional services upon customer request.
• Log and categorize all customer escalations in MySP (e.g., payroll, invoicing, service). Triage cases to appropriate teams (Support, Local PayCo, Service Delivery).
• Support service transitions for new customers/payrolls and manage terminations from acknowledgment through to invoicing of termination fees.
• Maintain and enforce Standard Operating Procedures (SOPs) for international processes, ensuring compliance with SD Worx policies on data protection and confidentiality.
• Use Lean tools (PSS) and Tactical Improvement Plans (TIPs) to identify and resolve issues, reporting outcomes in Sprint Reviews.
• Share legislative updates from in-country partners with relevant customers and support tax year-end services in collaboration with Partner Management.
• Participate in regular calls with customers, SD Worx countries, and partners to ensure smooth payroll delivery. Manage the output from the digital annual check-in responding to the single country customer's needs.
• Identify and escalate new business opportunities via MySP to the CSM Manager.

What do you have to offer?

• You have built a first experience in a customer service, account management or customer success role.
• You are skilled in managing customer relationships across diverse teams and passionate to build long lasting relationships with international customers.
• You are fluent in English. Any additional language is welcome.
• You have a proactive approach.
• You have a good basic knowledge of Microsoft Word, Outlook and Excel.

From many places, we work as one, moving from better to best together. SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.