Customer Success Manager

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

 
 
At Vistra 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.   But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that. 

 
 
We have an exciting opportunity for you to join our team as a Customer Success Manager for our iiPay business, part of our award winning Global payroll division. Reporting to the Associate Director, Customer Success,  this full-time, permanent position can be based in our Hungary, Poland or Romania offices and offers global coverage, allowing you to make a significant impact on our payroll business and its growth. 

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.

This role requires being responsible for managing iiPay’s relationship with our clients and ensuring we deliver the highest level of payroll service to our global client base. This is a highly visible role and you will need to build strong relationships with many stakeholders within the business.

Position Summary

The Client Success Manager (CSM) at Vistra+iiPay is the primary relationship owner for a portfolio of clients, ensuring they derive maximum value from Vistra+iiPay’s global payroll delivery. This role is central to securing contract renewals and building exceptional, long-term partnerships that reflect the trust clients place in Vistra+iiPay.

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.

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+iiPay 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.


• 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+iiPay 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 and Vistra+iiPay service levels
Report on portfolio health metrics internally, surfacing insights to the Head of Client Success and senior leadership.

Person Specification

Essential Experience & Skills

• Proven experience in a client success, account management, or relationship management role, ideally within payroll, HR technology, or a B2B SaaS/managed services environment.


• Demonstrated track record of managing contract renewals and securing long-term client partnerships.


• 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.


• Experience facilitating Executive Business Reviews and Quarterly Business Reviews.


• Proficiency with CRM platforms (Salesforce preferred) and MS Office / Google Workspace.

Desirable

• Experience in global or multi-country payroll management or outsourcing.


• Familiarity with HRIS platforms and the broader HCM technology ecosystem.


• Second language 


• 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 solution-oriented under pressure.


• Collaborative by nature — bringing teams together for the benefit of the client.


• Demonstrates Vistra’s values: Us Not Me, Low Ego High Ambition, and Push for Better.

About Vistra+iiPay

Vistra+iiPay is a leading provider of global payroll, employer-of-record, and workforce management solutions, trusted by multinational organisations across more than 150 countries. By combining Vistra’s comprehensive corporate services expertise with iiPay’s innovative global payroll technology, Vistra+iiPay delivers a seamless, compliant, and transparent payroll experience at scale.
Our commitment is to make global workforce management simpler, smarter, and more human — for every client, every time.

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!