Customer Success Manager, CSM
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Job Description
Customer Success Manager helping HSP Group clients expand internationally through global HR, payroll, compliance, tax, and advisory services. Managing retention, expansion revenue, and GateWay platform adoption.
Responsibilities:
- Own customer accounts after handover from Sales and manage the full lifecycle from onboarding and implementation through renewal and expansion.
- Act as the primary point of contact and trusted advisor, coordinating support across HSP.
- Build long-term relationships with key stakeholders to support retention and account growth.
- Understand customers’ industries, business activities and international expansion plans to anticipate needs and recommend appropriate HSP services and technology.
- Create and maintain strategic Account Plans covering objectives, stakeholder maps, risks and growth opportunities.
- Identify white-space opportunities across countries, service lines and business units.
- Build and manage upsell and cross-sell pipelines and deliver against an assigned expansion quota.
- Demonstrate the value of HSP’s services and technology to support adoption, renewal and growth.
- Monitor account health and customer satisfaction, identify risks and prevent churn.
- Manage customer requests, complaints, concerns and escalations through resolution with internal teams.
- Follow up on outstanding customer payments with Finance.
- Plan and lead Half-Year Business Reviews and regular service review meetings, including agendas, performance reporting and strategic recommendations.
- Support customer migration to HSP’s GateWay platform with Product, Technology, Program Management and Operations teams.
- Manage migration communications, timelines, expectations and issues.
- Drive GateWay adoption through onboarding, training and ongoing enablement.
- Gather migration feedback for Product teams and share customer insights with Product, Operations and Delivery.
- Contribute to training materials, educational content and product tutorials.
- Maintain accurate Salesforce records for interactions, account health, pipeline and activity.
- Support the wider Customer Success team with additional responsibilities as required.
Requirements:
- A minimum of 5 years' experience in Customer Success, ideally in international expansion services or a related field.
- Proven track record of meeting or exceeding expansion or upsell targets in a quota-carrying role.
- A solid understanding of the international expansion industry, including EOR, entity management, payroll and statutory compliance.
- Technical aptitude as it relates to the use of our products and services.
- Experience with Salesforce or a similar CRM.
- Experience promoting brand image and value through the customer experience.
- Exceptional written and verbal English communication skills; additional language fluency is a bonus.
- Strong accountability and personal organization, with the discipline to work effectively in a remote environment.
- Exceptional ability to communicate and foster positive, trusted business relationships.
- Strong project management skills, with the ability to proactively follow up and deliver results across multiple accounts.
- Ability to identify and address the root cause of issues.
- Ability to spot opportunities to add value and grow customer accounts.
- Confidence communicating with senior personnel and explaining product concepts clearly.
- Ability to manage multiple business relationships effectively and deliver difficult messages.
Benefits:
- Remote work arrangement
- Opportunity to support organizations through international expansion
- Opportunity to help shape the processes and direction of a growing Customer Success function
- Participation in user research and usability studies as required
- Coaching and knowledge-sharing opportunities
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