Manager - Customer Success

About the Team

Our vision is to create a global HCM platform augmented with AI-powered applications that reimagine talent management. To accomplish this, we are building a motivated team with the right mix of curiosity, expertise, and stamina to transform the space. The Customer Success team plays a central role in driving customer satisfaction, product adoption, retention, and long-term partnership growth.

Position Overview

The Manager – Customer Success will lead the Customer Success team to ensure effective onboarding, adoption, engagement, retention, and expansion across the customer lifecycle. In addition to core CS responsibilities, this role will now own the Customer Wallet & Tracker Tool Management, Prepaid Billing, Accounts Receivable coordination, and global finance collaboration, ensuring smooth operational and financial outcomes for customers.

This expanded role requires strong leadership, operational excellence, financial process understanding, and cross-functional coordination with Product, Sales, Support, and Finance teams.

Key Responsibilities

1. Team Leadership

• Lead, coach, and manage a team of CSMs and Client Service Associates.

• Define and track team goals, KPIs, and customer health metrics.

• Conduct performance reviews and create development plans.

• Ensure consistent delivery of high-quality customer interactions and support.

2. Customer Lifecycle Management

• Oversee customer onboarding → adoption → value realization → renewal.

• Develop and maintain customer journey maps, SOPs, and success playbooks.

• Intervene in at-risk accounts and lead escalations.

• Monitor NPS, CSAT, and health scores to ensure superior customer satisfaction.

3. Customer Engagement & Retention

• Drive proactive engagement through structured review calls and success plans.

• Identify renewal risks early and remove blockers to ensure smooth contract renewals.

• Monitor product usage patterns and adoption triggers.

4. Expansion & Upsell

• Work with the Sales team to identify and develop cross-sell and upsell opportunities.

• Support CSMs in building business cases for additional product modules.

• Track Net Revenue Retention (NRR) consistently.

5. Customer Wallet & Tracker Tool Management

• Manage end-to-end operations of the Paybooks Customer Wallet & Tracker Tool, ensuring accuracy, transparency, and timely support

  1. Wallet Management

• Monitor customer wallet balances and daily transaction postings.

• Check pre-paid balances and coordinate top-ups/refill needs.

• Update wallet entries for offline payments.

• Reconcile wallet receipts vs credits; resolve discrepancies.

• Respond to customer and internal wallet queries.

• Process wallet adjustments and maintain audit logs.

• Send payment gateway links and reconcile PG receipts.

  2. Pre-Paid Customer Billing

• Process pre-paid top-up requests.

• Credit wallets post-payment confirmation.

3. Cash & Payment Monitoring

• Match received payments with customer accounts.

6. Customer Support – Billing & Invoice Operations

• Handle billing and invoice-related queries from customers.

• Clarify charges as reflected in the Tracker Tool.

• Provide invoice copies and retrieve historical invoices.

• Address payment application issues.

• Search and maintain invoice repositories.

7. Accounts Receivable (AR) Management

• Review overdue accounts and send reminder emails.

• Escalate high-value overdue accounts.

• Update collection notes and track follow-ups.

• Review and recommend credit limits.

8. Credit Notes & Adjustments

• Investigate billing disputes and recommend credit note actions.

9. System & Process Improvements

• Identify process automation and optimization opportunities.

• Evaluate the Tracker Tool and recommend enhancements.

• Document updated SOPs and train new team members.

• Partner with Product to close feedback loops based on customer issues.

10. AD-HOC Customer & Finance Activities

• Resolve complex billing disputes requiring cross-functional intervention.

• Support Sales with financial clarifications during renewals or contracts.

• Process one-time adjustments, terminations, and account modifications.

• Set up new customer accounts and update customer master data.

• Coordinate proforma invoice approvals.

11. Global Finance Coordination

• Participate in global finance calls.

• Collaborate with global finance teams for reporting and reconciliations.

• Respond to parent-company ad-hoc financial data needs.

12. Cross-Functional Collaboration

• Partner with Product, Support, Sales, Operations, and Finance teams for alignment on customer goals and operational efficiency.

• Represent Customer Success in internal business reviews and leadership meetings.

Job Requirements

• Strong leadership and people management experience.

• Customer-centric mindset with excellent problem-solving skills.

• Ability to interpret customer health, billing, and financial data to drive decisions.

• Understanding of CS tools and CRM platforms (Gainsight, Salesforce, Zoho, etc.).

• Experience in handling operational and financial workflows is a strong advantage.

• Excellent communication, negotiation, and stakeholder management skills.

Qualifications

• Graduate/Postgraduate in Business or related field.

• 7–10 years of customer-facing experience, with 3+ years in team leadership.

• SaaS, HR Tech, or payroll experience preferred.

• Track record of reducing churn and improving customer retention metrics.

Key Metrics & KPIs

• Customer Health Score

• NPS (Net Promoter Score)

• Churn Rate

• Net Revenue Retention (NRR)

• Time to First Value (TTFV)

• Wallet reconciliation accuracy

• Billing dispute turnaround time

• AR collection efficiency

About Paybooks

Paybooks is on a mission to make HCM and payroll simple and delightful for businesses. Since 2012, we have enabled 3,000+ companies to automate payroll, stay compliant, and enhance employee experience. Paybooks is part of the TransPerfect family, the world’s largest provider of language and technology solutions with presence in over 100 cities worldwide.