Associate Customer Success Manager

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 looking for an Associate Customer Success Manager to join our Manila 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’ll 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!

Main 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

• 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

*This role follows hybrid work arrangements with 4x RTO/month in Makati. Work schedule is Monday-Friday, 3PM-12MN.

Experience needed for this role

• Proven experience in a customer success or account management, 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

• 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)

• 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

About you and Our core values

• Taking ownership, working with integrity and respect

• Being a team player is key to our culture

• Solution and customer focused

• Great initiative with the goal for excellence in achieving results

• Dedicated to developing and always looking for continuous improvements

• Be creative, be committed, be engaged and enjoy what you do

Philippines Package and Benefits

• Competitive Salary

• Competitive vacation allowance

• Calm app

• Sick Leave

• EAP

• Group Life Insurance, HMO

• Employee Referral Program

• De Minimis Benefit

• WFH Allowance

• Mid-Year Bonus

• 13th Month Pay

• Regularization Bonus, 1st Year Anniversary Bonus

• Bereavement Leave

• Paid Volunteering days

• Study Leave

• Marriage Leave

CloudPay is committed to being an equal opportunities employer.

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The CloudPay culture is built upon on five core values, from which we develop our service, our technology and our business strategies. Our fundamental beliefs are a promise to our employees, customers and partners, built on the core values of professionalism, passion, empowerment, innovation, and teamwork.
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