Associate Customer Success Manager

Cloudpay•San Jose, CA

1d•Hybrid

About The Position

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 CloudPay is expanding, and we are looking for an Associate Customer Success Manager to join our growing team. This is an exciting opportunity to become a key partner to our valued customers, ensuring their journey with CloudPay is smooth, strategic, and successful. As a bridge between our clients and internal teams, you will play a vital role in strengthening relationships, supporting service adoption, and driving value for some of the world’s most recognisable brands. You’ll build strong relationships, engage key stakeholders at all levels, and support customers in achieving their strategic business goals. If you’re passionate about customer success, love problem-solving, and thrive in a collaborative environment, we’d love to hear from you!

Requirements

Proven experience in a customer-facing role, ideally in a SaaS or enterprise services environment
Strong customer service orientation with proactive problem-solving and decision-making abilities
Excellent verbal and written communication skills in English, including confidence leading meetings and delivering presentations/webinars
Skilled in issue tracking, action planning, and escalation management
Strong collaboration skills with the ability to work across functions (Operations, Sales, Implementation, Product, Finance, and more)

Nice To Haves

Experience with Human Capital Management (HCM) or payroll systems is a plus, but not required
Knowledge of international payroll processes and business cultures is desirable

Responsibilities

Serve as the high-level, single point of contact for your assigned portfolio of CloudPay customers
Manage the transition from client onboarding to service adoption, ensuring smooth handovers and alignment with CloudPay systems (reporting, invoicing, KPIs, SLAs)
Guide and support customers in adopting consolidated services and moving toward a centralized payroll model
Monitor and maintain strong client relationships at both operational and senior levels, ensuring a consistently high level of satisfaction
To ensure the coordination of the service delivery by triggering, tracking progress and closure of the payroll cycle, either with in-house or with external payroll service providers
Actively troubleshoot and resolve any issues that could impact the timely and successful delivery of global payroll services
Track progress against master service schedules to ensure all deliverables are met on time
Proactively respond to customer needs, manage escalations, and ensure smooth resolution
Collaborate on cross-functional initiatives and participate in departmental projects to enhance the customer experience