Senior Manager, Customer Success
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Job Description
G-P’s SaaS global employment platform enables international hiring across 180+ countries. Leading APAC Customer Success teams to drive adoption, renewals, retention, and expansion.
Responsibilities:
- Lead and support a regional team of Customer Success Managers across APAC in strategic account planning, relationship-building, executive engagement, escalations, and operational support
- Improve the customer journey, simplify processes, reduce time-to-value, and increase customer adoption
- Ensure CSMs build trusted stakeholder relationships and deliver consistent value throughout the customer lifecycle
- Monitor customer health, adoption, risks, and engagement trends; enforce playbooks and proactive retention and growth actions
- Coach and develop CSMs to achieve CSAT, retention, adoption, and KPI targets
- Develop executive relationships with strategic customers and participate in Executive Business Reviews and escalations
- Drive post-sales commercial performance, including expansion, upsell, cross-sell, renewals, retention, and win-back plans
- Improve forecast accuracy through pipeline management, account inspection, and gap-closure planning
- Partner with Sales, Revenue Operations, Product, Support, and Marketing on post-sales revenue execution
- Coach CSMs on commercial negotiations, renewals, price increases, upsells, and cross-sell motions
- Translate customer feedback and APAC market insights into recommendations for leadership and internal teams
- Champion customer advocacy, success stories, references, and executive engagement
- Influence product improvements, service innovation, operational priorities, and delivery standards
- Maintain knowledge of G-P’s products, solutions, roadmap, competitive landscape, and APAC industry trends
- Support product adoption through training, enablement, and technical resources
- Champion AI and automation to improve customer outcomes, productivity, and operational effectiveness
Requirements:
- 6+ years leading enterprise Customer Success, strategic account management, or post-sales commercial teams
- At least 3 years managing managers or team leads
- APAC regional experience
- Basic understanding of CRM and Salesforce
- Proficiency in Microsoft Office Suite: Word, Excel, and PowerPoint
- Experience using data and customer insights to identify trends, prioritize investments, improve forecast accuracy, and drive continuous improvement
- Proven leadership or people-management experience
- Strong customer success, account management, or strategic account leadership background
- Demonstrated record of driving renewals, retention, expansion, adoption, and strategic account growth
- Excellent communication, executive stakeholder management, commercial judgment, analytical, and forecasting skills
- Ability to collaborate with Sales, Product, Support, Marketing, and Revenue Operations
- Ability to lead through ambiguity and organizational change
- Experience owning renewals, price increase negotiations, upsells, and cross-sell motions in a SaaS or subscription environment
- Experience driving software adoption at scale, building enablement programs, measuring adoption metrics, and connecting platform utilization to retention and expansion
- Experience leading teams through organizational change, establishing new ways of working, building accountability, and maintaining engagement
- Preferred: 2+ years in Employer of Record, HR outsourcing, or global expansion industries
- Preferred: Mandarin-speaking candidates
- Preferred: Technical sales and/or SaaS experience
- Preferred: Experience experimenting with AI tools and applying AI to workflows, customer insights, or operations
Benefits:
- Competitive compensation
- Generous paid parental leave
- Flexible time off
- Spending accounts
- Medical insurance
- Dental insurance
- Vision insurance
- Sabbatical after 5 years
- Annual bonus for non-sales roles, dependent on individual and company performance
- Commission structure for sales roles
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