Customer Success Manager

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 Overvie

wThe 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 Responsibiliti

es
1. Team Leaders

• hipLead, coach, and manage a team of CSMs and Client Service Associat
• es.Define and track team goals, KPIs, and customer health metri
• cs.Conduct performance reviews and create development pla
• ns.Ensure consistent delivery of high-quality customer interactions and suppo

rt.2. Customer Lifecycle Managem

• entOversee customer onboarding → adoption → value realization → renew
• al.Develop and maintain customer journey maps, SOPs, and success playboo
• ks.Intervene in at-risk accounts and lead escalatio
• ns.Monitor NPS, CSAT, and health scores to ensure superior customer satisfacti

on.3. Customer Engagement & Retent

• ionDrive proactive engagement through structured review calls and success pla
• ns.Identify renewal risks early and remove blockers to ensure smooth contract renewa
• ls.Monitor product usage patterns and adoption trigge

rs.4. Expansion & Ups

• ellWork with the Sales team to identify and develop cross-sell and upsell opportuniti
• es.Support CSMs in building business cases for additional product modul
• es.Track Net Revenue Retention (NRR) consistent

ly.5. Customer Wallet & Tracker Tool Managem

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

rt:
Wallet Manage

• mentMonitor customer wallet balances and daily transaction posti
• ngs.Check pre-paid balances and coordinate top-ups/refill ne
• eds.Update wallet entries for offline payme
• nts.Reconcile wallet receipts vs credits; resolve discrepanc
• ies.Respond to customer and internal wallet quer
• ies.Process wallet adjustments and maintain audit l
• ogs.Send payment gateway links and reconcile PG recei

pts.
Pre-Paid Customer Bi

• llingProcess pre-paid top-up requ
• ests.Credit wallets post-payment confirma

tion.
Cash & Payment Moni

• toringMatch received payments with customer acc

ounts.
6. Customer Support – Billing & Invoice Ope

• rationsHandle billing and invoice-related queries from cus
• tomers.Clarify charges as reflected in the Tracke
• r Tool.Provide invoice copies and retrieve historical in
• voices.Address payment application
• issues.Search and maintain invoice reposi

tories.7. Accounts Receivable (AR) Man

• agementReview overdue accounts and send reminder
• emails.Escalate high-value overdue ac
• counts.Update collection notes and track foll
• ow-ups.Review and recommend credit

limits.8. Credit Notes & Adju

• stmentsInvestigate billing disputes and recommend credit note a

ctions.9. System & Process Impro

• vementsIdentify process automation and optimization opportu
• nities.Evaluate the Tracker Tool and recommend enhanc
• ements.Document updated SOPs and train new team m
• embers.Partner with Product to close feedback loops based on customer

issues.10. AD-HOC Customer & Finance Act

• ivitiesResolve complex billing disputes requiring cross-functional interv
• ention.Support Sales with financial clarifications during renewals or con
• tracts.Process one-time adjustments, terminations, and account modific
• ations.Set up new customer accounts and update customer maste
• r data.Coordinate proforma invoice app

rovals.11. Global Finance Coord

• inationParticipate in global finance
• calls.Collaborate with global finance teams for reporting and reconcili
• ations.Respond to parent-company ad-hoc financial data

needs.12. Cross-Functional Collab

• orationPartner with Product, Support, Sales, Operations, and Finance teams for alignment on customer goals and operational effi
• ciency.Represent Customer Success in internal business reviews and leadership me

etings.
Job Requ

• irementsStrong leadership and people management exp
• erience.Customer-centric mindset with excellent problem-solving
• skills.Ability to interpret customer health, billing, and financial data to drive de
• cisions.Understanding of CS tools and CRM platforms (Gainsight, Salesforce, Zoho
• , etc.).Experience in handling operational and financial workflows is a strong ad
• vantage.Excellent communication, negotiation, and stakeholder management

skills.Qualif

• icationsGraduate/Postgraduate in Business or relate
• d field.7–10 years of customer-facing experience, with 3+ years in team lea
• dership.SaaS, HR Tech, or payroll experience pr
• eferred.Track record of reducing churn and improving customer retention

metrics.Key Metrics &a

• mp; KPIsCustomer Heal
• th ScoreNPS (Net Promote
• r Score)Ch
• urn RateNet Revenue Retenti
• on (NRR)Time to First Valu
• e (TTFV)Wallet reconciliation
• accuracyBilling dispute turnaro
• und timeAR collection ef

ficiency
About

PaybooksPaybooks 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 w