Strategic Customer Success Manager

About Horizons

At Horizons, we're building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, our technology enables businesses to hire anyone anywhere compliantly at the push of a button.

If you're interested in adding to our vision of enabling people to work in dream jobs, for every company, and from anywhere in the world, apply now!

We're committed to building a global, diverse team representing different and varied backgrounds, perspectives, and experiences. We welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, religion, civil or family status, age, or disability. Being a Horizoneer means being part of a growing, international family.

Position Overview:

We are seeking a detail-oriented and proactive Strategic Customer Operations Manager to oversee the operational execution and ongoing support for our most critical enterprise accounts. This role ensures seamless delivery of services, resolution of day-to-day issues, and continuous improvement of operational workflows that impact customer satisfaction and success. You will act as the operational point of contact for key clients, collaborating cross-functionally with Sales, Product, Support, and Engineering to deliver a consistent and high-quality customer experience.

Key Responsibilities:

• Ensure high levels of customer satisfaction by managing response times, NPS, and CSAT scores.

• Serve as the primary operational contact for designated enterprise customers, ensuring all service delivery components are executed effectively and meet agreed-upon service levels.

• Monitor and manage daily customer issues, triaging and coordinating resolution with internal teams to minimize impact and communicate updates clearly and promptly.

• Identify inefficiencies or pain points in customer-related processes and partner with internal stakeholders to recommend and implement improvements.

• Track and manage execution of customer deliverables, ensuring milestones, SLAs, and KPIs are consistently met across operational functions.

• Maintain and analyze key operational metrics related to account health, service delivery, support ticket trends, and usage patterns; provide actionable insights to internal teams and customers.

• Work closely with Customer Success Managers, Technical Support, Implementation, and Product teams to ensure a unified and seamless experience for customers.

• Lead or support regular operational review calls with customers, providing updates on performance metrics, issue resolution, and process enhancements.

• Ensure all operational procedures and account-specific requirements are documented and followed in accordance with customer contracts and internal policies.

• Build and maintain strong relationships with mid-market and enterprise-level customers, acting as their primary point of contact and trusted advisor.

• Anticipate customer needs and proactively address potential issues, providing timely and effective solutions.

• Focus on customer retention and identify opportunities for account expansion, driving additional revenue growth.

• Work closely with sales, marketing, and product teams to align efforts and ensure a seamless customer experience.

Key Qualifications:

• Bachelor’s degree in Business, Operations, or a related field.

• 3–5 years of experience in customer operations, project management, or enterprise account delivery roles, ideally in HR tech, SaaS, or global services.

• Proven success managing operational delivery for mid-market or enterprise clients in a B2B environment.

• Strong organizational and project management skills, with experience managing SLAs, KPIs, and cross-functional deliverables.

• Comfortable with process mapping, root cause analysis, and continuous improvement practices.

• Excellent communication and relationship management abilities; capable of leading customer-facing conversations with confidence.

• Proficiency in CRM and project management tools (e.g., Salesforce, Asana, Notion, JIRA).

• Analytical mindset with the ability to extract insights from operational data.

• Comfortable working in a fast-paced, high-growth environment with a bias for action.

• Strong problem-solving skills and a proactive approach to customer support.

Preferred Competencies:

• Excellent communication and interpersonal skills (written and verbal), with a keen attention to detail and discipline.

• Strong decision-making and organizational skills, with the ability to provide expert advice and practical solutions.

• Proven ability to collaborate effectively with cross-functional teams, leveraging communication skills, knowledge, and expertise to resolve issues.

What it's like working at Horizons

Our service & product. We're a technology company, not an accountancy, payroll provider, recruitment firm or similar. We build a workforce management platform that allows our customers to hire the best talent in minutes, without worrying about compliance, payroll, or HR admin.

Our amazing team and environment. Working at Horizons means you're working on something very exciting: Allowing every person on the planet to have access to equal opportunities in living a fulfilled work and personal life. We believe in hiring from within and going the extra mile to retain top talent. As the company continues to grow extremely fast, you will be given the opportunity to develop and grow alongside.

Our benefits and perks. Being a Horizoneer means that you get the benefit of:

• A competitive salary
• An asynchronous working environment
• A "Remote-First" company environment (or Hybrid) - based on the nature of the job
• The ability to work from abroad for a short period of time
• Growth opportunities within the company
• We provide all new joiners with the necessary hardware to ensure you have the tools you need to succeed from day one

How to apply

Please fill out the form and upload your CV in a PDF format.

If you don’t have an up-to-date CV but you are still keen to reaching out, please feel free to add a copy of your LinkedIn profile instead.

Need help? Get in touch with us at: [email protected]