Client Service Lead - Senior - EMEA

Client Success Leader

The Customer Success Leader (CSL) is accountable for end-to-end client success for a client supported within a Strategic POD. This role is responsible for customer relationship and P&L management of (a) strategic account(s). The CSL acts as the primary client owner, ensuring service excellence, operational stability, contractual adherence, and long-term value realization globally.

The CSL owns service governance, service delivery, and cross functional execution. Partnering closely with Country Team Leads, AMO, AMS, ITCSO's, HR Tech Leads, Country Knowledge Centers of Excellence (CoEs), Client Execs (CE's), and Sales, the CSL ensures a seamless, high-quality client experience that drives Client retention and reference-ability, NPS, and profitability.

Key Responsibilities

Customer Relationship & Governance Leadership

• Serve as the primary point of accountability for assigned client, owning overall relationship health, satisfaction, and service outcomes.
• Act as a trusted advisor to senior client stakeholders by understanding business priorities, risk areas, and transformation opportunities.
• Lead client governance routines including operational reviews, SLA tracking, QBRs, and escalation management.
• Ensure adherence to contractual commitments, service scope, and governance cadence across all countries in scope.

Service Oversight & Delivery Assurance

• Provide end-to-end oversight of service delivery across assigned client.
• Partner with Country Operations Leads and Teams to ensure timely, accurate, and compliant service execution.
• Monitor delivery performance, controls, and audit readiness; proactively address risks or systemic issues.
• Coordinate resolution of complex, cross functional issues impacting service quality or client confidence.

Operational & Cross Functional Coordination

• Collaborate with AMO and technical teams to resolve application, integration, or configuration challenges.
• Work with Country Knowledge CoEs to ensure alignment with country specific regulations and legislative updates.
• Drive consistency, standardization, and best practices across regions, while accommodating local requirements.
• Contribute to POD level initiatives including automation, process improvements, and service model evolution.

Commercial & Financial Accountability

• Own the Client P&L and improve both top and bottom lines.
• Support revenue retention and growth by identifying expansion opportunities and partnering with Sales and Account Executives.
• Review and manage change requests (CRs), ensuring scope, pricing, and execution align with contractual terms.
• Oversee billing validation, revenue tracking, and cost awareness in collaboration with Finance and POD leadership.
• Provide insight and input into account planning, forecasting, and long-term client strategy.

Leadership & Stakeholder Management

• Influence and orchestrate cross functional teams with / without direct line management authority.
• Support effective resource planning and escalation across operational teams.
• Promote a culture of accountability, transparency, and continuous improvement across the POD.
• Change the mindset from "we are a back-office and cost-to-company" to "we run like a business, and generate value for our Clients, and revenue and margin for Strada".
• Serve as a role model for client-centricity, operational, and business excellence.

Requirements

Knowledge

• Strong understanding of global payroll or HR service delivery models, including multicounty operations.
• Deep knowledge of client governance frameworks, SLAs, and service recovery practices.
• Familiarity with payroll platforms and support tools (e.g., SAP ECP, Payroll Control Center, ServiceNow, Assist).
• Sound commercial acumen, including contract interpretation, change governance, and financial oversight.
• Excellent communication, problem-solving, and stakeholder management skills.

Experience

• 4-6 years of experience in customer success, client service leadership, or operations within global payroll, HR tech, or enterprise services.
• Proven experience managing complex, multicounty client portfolio and senior client relationships.
• Demonstrated success leading escalations, driving service improvements, and supporting revenue retention.
• Experience working in BPO, shared services, or managed services environments strongly preferred.

Education

• Bachelor's degree in Business, HR, Operations, Technology, or related field (or equivalent experience).
• Payroll or HR certifications (e.g., CPP, FPC, CIPP) are a plus.
• Fluency in English required; additional regional language skills preferred.

At Strada, our values guide everything we do:

• Anticipate Customer Needs We stay ahead of trends so our customers can grow and succeed.
• Own the Outcome We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

At Strada, we support your whole selfoffering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You'll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We actively support the advancement of underrepresented groups and provide reasonable accommodations for disabilities and religious practices. Applicants may request a reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada's right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.