Customer Success Manager

It’s never been a more exciting time to join Vistra iiPay.

At Vistra iiPay our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction.

Are you looking for an exciting opportunity to accelerate your career and join a highly successful global business? Are you looking to take your career to the next level by driving success through our values of Respect, Integrity, Teamwork, Accountability, Diversity and Community? Do you have a strong work ethic, global mindset, and the desire to help build a great culture?

Vistra is an award-winning, high-growth, innovative company operating across the globe, recognised for delivering an outstanding customer experience and service levels. Our payroll managed service is underpinned by our market-leading global payroll management system, delivering a unique client experience and value-added services.

Vistra has a unique opportunity for a highly experienced and motivated Enterprise Service Manager who wants to have full ownership and accountability for building and maintaining client relationships to help drive our goal of ‘Paying the Planet’.

All our roles can be performed remotely with occasional visits to the office as requested by your manager. Where we have office locations, our team members are welcome to work remotely, on a hybrid basis, or fully office-based as they wish.

Role Overview

The Customer Success Manager (CSM) at Vistra is the primary relationship owner for a portfolio of global payroll clients, ensuring they derive maximum value from Vistra global payroll and workforce solutions. This role is central to securing contract renewals and building exceptional, long-term partnerships that reflect the trust clients place in Vistra.
The CSM acts as the voice of the client internally, championing their needs across product, operations, implementation, and finance, while embodying the Vistra values of Us Not Me, Low Ego High Ambition, and Push for Better in every client interaction. Our highly motivated and engaged team members are at the heart of our success.

Key Responsibilities

Contract Renewals & Exceptional Partnerships

• Own the full contract renewal lifecycle — from early engagement through negotiation to signed agreement — ensuring a 95%+ renewal rate across the portfolio.
• Build deep, trusted relationships with key stakeholders at all levels (operational contacts, senior leaders, C-suite) to create exceptional, long-term partnerships.
• Conduct regular Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to demonstrate value, align on strategic goals, and proactively surface renewal opportunities.
• Develop account plans that identify client goals and roadmaps, ensuring Vistra solutions are continuously aligned to evolving client needs.
• Act as a trusted advisor by sharing industry insights, benchmarking data, and best practice guidance to help clients achieve their payroll and workforce objectives.
• Identify partnership expansion opportunities (additional countries, new service lines, enhanced support tiers) that genuinely serve the client’s goals and reinforce long-term loyalty.

Client Onboarding & Implementation Success

• Partner with the implementation team to ensure a smooth, on-time, on-scope transition to live service, setting clients up for long-term success from day one.
• Establish success criteria and measurable outcomes at the outset of each engagement, tracking progress and adjusting plans as needed.
• Facilitate introductions, stakeholder mapping, and governance framework establishment during the onboarding phase.

Ongoing Client Health & Risk Management

• Monitor and actively manage client health using established health-score methodologies, proactively identifying at-risk accounts before issues escalate.
• Lead escalation management for high-priority client issues, coordinating internal teams to deliver rapid resolution and restore confidence.
• Maintain an accurate and up-to-date view of each client’s satisfaction, risks, and engagement levels using CRM tools.
• Regularly review contractual obligations and SLA performance with clients, ensuring Vistra consistently meets or exceeds agreed standards.

Cross-Functional Collaboration

• Serve as the primary conduit between the client and internal teams (payroll operations, technology, finance, compliance), ensuring smooth communication and rapid resolution.
• Provide structured client feedback and insight to product and operations teams to drive continuous service improvement.
• Collaborate with the sales team on renewal negotiations, providing full client context and relationship history.
• Support the development of case studies, referrals, and references from clients with thriving partnerships.

Reporting & Insight

• Prepare and deliver regular client performance reports, including payroll accuracy rates, service levels, and project milestones.
• Maintain comprehensive records within the CRM platform, ensuring pipeline, risks, and renewal timelines are accurately reflected.
• Report on portfolio health metrics internally, surfacing insights to the Head of Client Success and senior leadership.
• Focus on continuous improvement by uncovering payroll delivery opportunities and developing solutions that benefit all areas of the business.

What are we looking for in you?

The successful candidate requires minimum 3-5 years of client service management experience and the ability to demonstrate a proven track record in client success, relationship management, and contract renewals.

Essential Experience & Skills

• A confident individual who has 3-5 years of experience in a client management, account management, or customer success role in a service delivery or B2B SaaS/managed services business.
• The ideal candidate will have 2-3 years’ experience within the payroll industry, ideally in global or multi-country payroll.
• Demonstrated track record of managing contract renewals and securing long-term client partnerships with a focus on achieving 95%+ renewal rates.
• Strong commercial acumen with the ability to navigate complex renewal conversations and multi-stakeholder negotiations.
• Excellent communication, presentation, and influencing skills — comfortable engaging from operational teams to C-suite executives. Excellent listening and effective negotiations skills are critical to this role.
• Experience facilitating Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs).
• Proficiency with CRM platforms (Salesforce preferred) and MS Office / Google Workspace.
• Experience and track record of managing service contracts and establishing trusted relationships with C-level and operational leaders in international businesses.
• Experience of working with international clients both small and large (FTSE & Fortune 500).
• Understanding and experience of working with many cultures and time zones; willingness to go above and beyond to meet the needs of each party located within different time zones.
• Proven ability to manage multiple clients and client projects while demonstrating strong discipline, professional diligence, and attention to detail.

Desirable

• Experience in global or multi-country payroll management or outsourcing.
• Familiarity with HRIS platforms and the broader HCM technology ecosystem.
• Second language (particularly Mandarin, German, French, or Spanish).
• Experience working in a matrix or globally distributed organisation.

Personal Attributes

• Client-centric mindset with a passion for delivering exceptional partnership experiences.
• Highly organised with the ability to manage multiple accounts and priorities simultaneously.
• Resilient and solutions-oriented under pressure.
• Collaborative by nature — bringing teams together for the benefit of the client.
• Motivated self-starter able to effectively manage own workload with a proactive attitude, commitment, and a determined approach.
• Ability to demonstrate a track record of delivering high levels of customer satisfaction and account retention.
• Demonstrates Vistra values: Us Not Me, Low Ego High Ambition, and Push for Better.

Here at Vistra, we believe that a choice of working location enables our team members to maximise effectiveness and productivity. You decide whether you work from your own home or the local office where available.

As well as offering you the opportunity to be innovative and ambitious, Vistra believe in offering a competitive salary and a generous benefit package, which includes Cafeteria package, Private Medical Cover, Volunteering Day, Continuous development and financial assistance for education and professional memberships, and your birthday off!