Client Success Manager

Responsibilities

• Manage end-to-end client and employee/contractor lifecycle, including onboarding, service delivery, ongoing support, retention and offboarding.
• Coordinate client onboarding requirements, including employment documentation, contracts, payroll information, system setup and operational handovers.
• Function as the primary point of contact for clients and employees/contractors, addressing enquiries, managing expectations and resolving service-related issues.
• Develop and maintain strong client relationships through regular communication, service reviews, proactive engagement and timely resolution of operational concerns.
• Coordinate with internal and external stakeholders on payroll, HR administration, employment compliance, immigration, insurance, invoicing and other employment-related matters.
• Monitor service delivery performance, identify potential operational risks and implement improvements to enhance client satisfaction and service quality.
• Support client retention and account growth by identifying opportunities for service improvements, renewals, upselling and cross-selling of relevant solutions.
• Manage employee and contractor offboarding processes, including termination coordination, final payroll requirements, documentation and stakeholder communication.
• Maintain accurate client and employee records, track outstanding deliverables and manage multiple accounts and operational priorities within agreed timelines.

Requirements

• Bachelor's degree in hospitality management, business administration or a related discipline.
• Over 15 years of experience in client account management and service delivery involving Employer of Record (EOR), payroll, HR outsourcing and related employment services.
• Minimum 7 years of experience in client/employee/contractor onboarding and offboarding, client relationship management, client retention, service recovery, renewals, upselling and cross-selling across corporate and service-oriented environments.
• Excellent working knowledge of EOR services, HR outsourcing, payroll coordination, employment documentation and employee lifecycle management.
• Strong stakeholder management, cross-functional communication and problem-solving skills. Demonstrated ability to manage multiple client accounts, operational priorities and service-related issues simultaneously.
• Proficiency in Microsoft 365 and familiarity with CRM, HRIS and payroll management platforms.
• Candidates matching the requirements will be contacted for preliminary qualification.