Client Success Team Manager

Ready to join the future of work? Come join a remote and hybrid first*, global company spanning across the Americas, Europe, Asia, and Africa for A Job That Works for You. You will become among 900+ Guardians worldwide spread across 50+ countries, embracing YOUR unique approach to work. 🌎 Our vision of the future of work is "work in any way" which offers flexibility for where you work, empowering you to define your ideal work environment, unbound by the traditional notions of what work should look like. Most importantly, it puts people first! 🤩 (*As standard we are a remote-first company, however some roles are required to have more of an office presence - we are happy to confirm this during our initial call 😊) How you will make a difference: As our Client Success Team Manager, you will lead and inspire a team of Client Success Managers across our Europe and APAC regions, shaping how we deliver an exceptional experience to some of Safeguard Global's most strategic and high-value clients. In this role, you are accountable for more than day-to-day management, you will set the standard for client excellence. You will empower your team to build deep, trusted relationships with complex global organisations, ensuring they fully understand each client's business goals and translate them into clear, actionable success plans that drive retention, adoption, and long-term growth. You will play a critical leadership role in orchestrating cross-functional delivery across the business, ensuring we operate as one team for our clients. This includes proactively identifying and managing risk, strengthening governance across client portfolios, and making sure every client realises the full value of our partnership and services. Ultimately, your leadership will directly shape client outcomes, team performance, and the strength of Safeguard Global's long-term relationships in some of our most important markets. Team Leadership, Coaching & Capability Development Lead, coach, and develop a high-performing Client Success team grounded in accountability, ownership, and client-centric thinking. Build consultative capability across the team, ensuring consistent delivery of value-driven client engagement and adoption outcomes. Run structured 1:1s, performance reviews, and development plans to continuously raise capability and close skill gaps. Ensure consistent adherence to governance standards including SOPs, CRM hygiene, forecasting discipline, and documentation quality. Drive continuous improvement through coaching, process refinement, root-cause analysis, and operational enhancements. Portfolio Performance, Retention & Revenue Ownership Own overall retention, renewal, and expansion performance across the team's full client portfolio. Ensure every account is actively managed against revenue and growth targets through disciplined execution of success plans. Review and approve account strategies, renewal risk assessments, mitigation plans, and forecasting inputs to ensure accuracy and accountability. Drive a proactive retention culture, ensuring risks are identified early and structured "save" strategies are implemented effectively. Monitor key performance indicators including CSAT/NPS, product adoption, and operational health metrics, intervening with targeted coaching where needed. Direct Client Engagement & Executive Relationship Management Act as an executive point of contact for selected strategic, at-risk, and high-value clients. Lead or participate in QBRs, service reviews, and steering committees to ensure strong governance and consistent executive presence. Provide escalation support for complex client issues, ensuring fast resolution through clear communication and cross-functional coordination. Reinforce client confidence by validating value realisation and strengthening senior-level relationships where it matters most. Client Health Governance & Risk Management Own oversight of portfolio-wide client health, identifying trends, risks, and opportunities across regions, services, and stakeholder groups. Ensure robust governance practices are consistently applied, including QBR cadence, success planning, and health scoring. Use data and portfolio analytics to inform decisions, improve performance, and guide resourcing and prioritisation. Act as the voice of the client across the organisation, surfacing systemic issues and driving cross-functional alignment. Provide leadership with clear visibility of emerging risks and opportunities, supported by actionable insights and recommendations. What will make you stand out: Strong relationship-building capability, with the ability to create trusted partnerships and deliver exceptional client experiences across complex global accounts. Background in HR, payroll, or global workforce solutions strongly preferred. Fluent English communication skills, both written and verbal, are essential. Spanish language skills would be a strong advantage. Proven people leadership experience, with a passion for coaching, developing, and inspiring high-performing Client Success teams in fast-paced international environments. Advanced problem-solving, strategic thinking, and decision-making skills, with the ability to balance long-term priorities alongside day-to-day operational demands. Demonstrated ability to manage complex portfolios, competing priorities, and cross-functional delivery with strong organisational and operational discipline. Data-driven mindset with strong analytical capability and a proven track record of improving retention, client satisfaction, adoption, and overall portfolio performance through KPI achievement. Experience leading teams against key performance metrics including NPS, CSAT, retention, adoption growth, escalation reduction, and operational SLAs. Strong governance and operational rigor, including forecasting, reporting, CRM hygiene, renewal readiness, and success-plan execution. Confidence navigating complex client scenarios, escalations, and executive-level stakeholder relationships. Ability to collaborate effectively across matrixed, globally dispersed teams and influence stakeholders without direct authority. Experience partnering closely with Commercial teams to support renewals, identify growth opportunities, and deliver accurate forecasting. Ability to represent the voice of the client internally, driving operational improvements, reducing risk, and strengthening overall service delivery. Who we are and what we do:  Safeguard Global is…global! We enable global expansion without the risk by helping 1,500+ customers recruit, hire, manage, and pay employees in nearly 190 countries. Join us to meet diverse talent, explore new cultures, and connect with amazing folks from around the globe. ✈️ Our Global Benefits  👨‍💻 Autonomy and Flexibility (work in any way): Remote first, with the flexibility to include life needs like school runs and gym breaks in your schedule, all while maintaining a high standard of work. 🌴 Generous leave: Enjoy a competitive leave package including paid bonding leaves for new additions to your family    🎁 Make a difference: Get 2 paid charitable days off to contribute to causes you believe in 💰 Corporate bonus/SIP: All Guardians are eligible for our annual bonus scheme or sales incentive plan.  ✈️ International environment: Grow your network internationally and collaborate across the world. Interact, discover cultures, and tap into local expertise.   ⭐ Human centered culture: We emphasize the people factor in everything we do. Our nurturing culture ensures your ideas reach our leaders and your contributions get the recognition they deserve. 📚 Learning: We support your continuous growth by providing access to 2 learning platforms, where you can learn at your own pace.    Next Steps:  To apply, please click on the following link. We wish you the best with your application. Welcome to the future of work! At Safeguard Global, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and Guardians. Safeguard Global builds adaptive solutions for organizations seeking to thrive in the global economy. Through a combination of workforce management data, technologies, services and market expertise, Safeguard Global enables success through smarter, more efficient global employee management, recruitment, payroll, onboarding, expense management and more.