At a Glance
- Tasks: Manage international customer relationships and ensure service performance meets agreed standards.
- Company: Leading European provider of Payroll & HR services with a global presence.
- Benefits: Flexible working, learning opportunities, and career growth in an international environment.
- Other info: Join a collaborative team across Málaga and Glasgow, sharing knowledge and expertise.
- Why this job: Make a real impact by managing complex customer portfolios and driving success.
- Qualifications: Experience in Customer Success or Account Management with B2B customers.
The predicted salary is between 42750 - 52250 £ per year.
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. This is a 12-month maternity cover opportunity, offering the chance to take ownership of an established international customer portfolio and make an impact from day one.
- 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
- 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.
Additional experience we value
- Knowledge of international payroll or HR services.
- Familiarity with HRIS or workforce solutions such as Dayforce or Protime Time & Attendance.
- Experience using MyServicePoint (MySP) or a comparable service-management platform.
- Knowledge of FLO PRO, other SD Worx solutions, or Lean continuous-improvement methods.
What we offer
- You will join an international team where Customer Success goes beyond traditional relationship management.
- You will have real ownership of service performance and the opportunity to work with sophisticated international customer environments.
- With colleagues across Málaga and Glasgow, you will be part of a team that collaborates across borders while sharing knowledge, expertise and responsibility for customer success.
- Salary range information will be shared with candidates during the first call with the Talent Acquisition team.
- Flexible working that supports collaboration and autonomy.
- Learning and development opportunities to deepen your expertise.
- Career growth within an international Payroll & HR organisation.
- Exposure to high-complexity international customers, integrations and services.
- A collaborative team culture across Málaga and Glasgow.
Customer Success Manager - International Mid-Market 12-Month Maternity Cover employer: SD Worx
At SD Worx, we pride ourselves on being a forward-thinking employer that champions innovation and continuous learning in the rapidly evolving field of software engineering. Our dynamic work culture promotes flexibility, with options for remote work and opportunities for professional development through tailored training and mentorship. As a leader in AI adoption, we empower our employees to shape the future of technology while fostering an inclusive environment where diverse talents can thrive and grow.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - International Mid-Market 12-Month Maternity Cover
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like SD Worx.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like SD Worx. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Success Manager - International Mid-Market 12-Month Maternity Cover
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to SD Worx.
How to prepare for a job interview at SD Worx
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in SD Worx's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services SD Worx offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
