Customer Success Manager

BIPO is a leading global payroll and HR solutions provider, supporting businesses with award-winning HRMS, payroll outsourcing, Employer of Record (EOR), HR consulting, and workforce management solutions. Combining cloud-based technology, local compliance expertise, and service delivery experience, BIPO helps organizations simplify complex HR operations, improve operational efficiency, and support business growth across markets.

Established in 2010, BIPO has grown into a global HR and payroll solutions provider with a strong presence across Asia Pacific and beyond. The Taiwan team plays a key role in delivering high-quality local service to multinational and local clients, while collaborating closely with regional teams across North Asia.

The Client Success Manager, Taiwan will be responsible for managing and strengthening client relationships for BIPO’s HRMS, payroll outsourcing, EOR, and related HR services in Taiwan. This role will act as a trusted client partner, ensuring service quality, client satisfaction, retention, and growth throughout the client lifecycle.

Position Objective

• Build and maintain strong, long-term relationships with clients in Taiwan, acting as a trusted advisor and client advocate.
• Drive client satisfaction, retention, and service excellence through proactive engagement, regular reviews, and timely issue resolution.
• Partner with internal service delivery, implementation, product, finance, and sales teams to ensure client needs are addressed effectively.
• Identify opportunities to expand client relationships through additional HRMS, payroll, EOR, and value-added services.
• Support the Taiwan Deputy Manager in strengthening client success practices, service governance, and cross-functional collaboration.

Job duties

• Manage day-to-day client relationships for assigned Taiwan accounts, including regular communications, service reviews, and follow-up on client requests.
• Serve as the key coordination point between clients and internal teams to ensure payroll, HRMS, EOR, and HR service matters are delivered accurately, timely, and professionally.
• Understand clients’ business needs, HR processes, and service expectations, and translate them into practical service actions and improvement plans.
• Monitor client satisfaction, service risks, and recurring issues; escalate matters appropriately and follow through until closure.
• Conduct regular client check-ins and business reviews to review service performance, discuss upcoming needs, and identify improvement opportunities.
• Work closely with service delivery and implementation teams to support smooth onboarding, transition, change requests, and post-go-live stabilization.
• Maintain a good understanding of BIPO’s HRMS, payroll outsourcing, EOR, and related service offerings in order to advise clients and support solution positioning.
• Identify renewal, upsell, and cross-sell opportunities within existing accounts and collaborate with Sales/Business Development teams where appropriate.
• Prepare client updates, meeting notes, action logs, and internal reports to ensure clear ownership and timely follow-through.
• Support process improvement initiatives to enhance client experience, service governance, and operational efficiency in Taiwan.

Qualifications for Client Success Manager, Taiwan

• Bachelor’s degree in Human Resources, Business Administration, Management, or a related discipline.
• Minimum 5–7 years of client-facing experience in HR services, payroll outsourcing, HRMS/SaaS, EOR, consulting, or B2B professional services.
• Good understanding of Taiwan HR, payroll, statutory compliance, or employee lifecycle processes is preferred.
• Strong client relationship management, stakeholder communication, and service recovery skills.
• Ability to manage escalations, resolve complex client issues, and coordinate cross-functional teams with clear ownership and follow-through.
• Commercial awareness with the ability to identify client retention, renewal, upsell, and cross-sell opportunities.
• Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
• Proactive, accountable, and comfortable working independently while collaborating closely with local and regional teams.
• Good command of written and spoken Mandarin and English; Taiwanese language capability will be an advantage.
• Experience using HRIS, HCM, CRM, ticketing, or customer success tools is preferred