Senior Manager, Customer Success
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Customer Success Manager leading APAC teams for G-P’s global employment SaaS platform. Driving retention, adoption, renewals, and expansion across strategic customer accounts.
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, improve 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, and drive proactive retention and growth actions
- Coach and develop CSMs to meet or exceed CSAT, retention, adoption, and KPI targets
- Develop executive relationships with strategic customers and participate in Executive Business Reviews and customer 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, contract 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 programs, success stories, reference opportunities, and executive engagement
- Maintain deep knowledge of G-P’s product portfolio, solutions, roadmap, competitive landscape, and regional industry trends
- Support product adoption through training, enablement, and technical resources
- Champion practical use of 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 MS Office Suite, including 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 background in customer success, account management, or strategic account leadership
- Demonstrated record of driving renewals, retention, expansion, adoption, and strategic account growth
- Excellent communication, executive stakeholder management, commercial judgment, analytical, and forecasting capabilities
- Ability to collaborate cross-functionally with Sales, Product, Support, Marketing, and Revenue Operations
- Ability to lead through ambiguity and organizational change
- Experience owning commercial outcomes, including contract 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 outcomes
- Experience leading teams through organizational change, establishing new ways of working, building accountability, and maintaining team 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 in a professional context
Benefits:
- Competitive compensation
- Generous paid parental leave
- Flexible time off
- Spending accounts
- Medical insurance
- Dental insurance
- Vision insurance
- Sabbatical after 5 years
- Commission structure in addition to base salary for sales roles
- Annual bonus for non-sales roles
Similar Jobs
Senior Manager, Customer Success
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.
Academic Success Manager
Academic Success Manager helping health education institutions adopt Elsevier content and e-solutions. Delivering training, driving demand, and supporting product implementation across France and French-speaking markets.
Client Success Manager II, Data & Marketing
Client Success Manager guiding financial institutions using Alkami’s data and marketing platform. Driving adoption, ROI, retention, and expansion through strategic client partnerships.
Customer Success Manager
Customer Success / Aftersales Manager*in für Carsale24, einen digitalen Marktplatz, der private Gebrauchtwagenverkäufer mit Händlern verbindet. Betreuung nach dem Verkauf und Optimierung der Abwicklungsprozesse.
Senior Customer Success Manager
Senior Customer Success Manager driving enterprise adoption and renewals for 6sense’s predictive revenue technology. Aligning platform usage with business outcomes and growing strategic customer relationships.
CRM Designer
CRM Designer creating offer, mission, and LiveOps interfaces for Beach Bum, a casual online gaming company. Designing scalable screens that drive player engagement and monetization.
Principal Customer Success Manager
Principal Customer Success Manager driving retention, adoption, and expansion for Velotic’s industrial software customers. Managing strategic enterprise accounts and executive governance across manufacturing-focused software solutions.
Partner Success Analyst
Partner Success Analyst supporting federal partners using Guidehouse’s grants management software. Troubleshooting issues, documenting processes, and testing system releases.
Partner Success Analyst
Partner Success Analyst supporting federal partners using Guidehouse’s grants management software. Troubleshooting systems, managing tickets, testing releases, and improving grants workflows.
Senior Customer Success Manager
HPE Customer Success Manager helping enterprise customers adopt GreenLake and cloud solutions. Managing strategic accounts, resolving issues, and driving upsell and cross-sell growth.
Associate Director of Customer Success
Associate Director driving college partner retention and expansion for Upswing’s student-success platform. Managing HEROs, renewals, engagement, utilization, and strategic institutional relationships.
Bilingual Customer Success Manager – FR, ENG
Bilingual Customer Success Manager managing 60 French SaaS accounts for Herrera Headhunters. Driving adoption, retention, expansion, WhatsApp campaign optimization, onboarding, and client success remotely from Mauritius.
Director of Client Success
Director of Client Success scaling brand and retail partnerships for Third, a modern-commerce growth company. Driving retention, expansion, reporting, and social-commerce strategy across enterprise accounts.
Customer Success Manager
Customer Success Manager helping US B2B SaaS and HaaS customers adopt SAFR Guard. Driving onboarding, retention, renewals, and measurable value for RealNetworks’ computer vision solutions.
Client Success Manager
Client Success Relationship Manager growing health-plan accounts for Vheda Health, a virtual health engagement company. Managing implementations, client relationships, presentations, and expansion opportunities across the United States.
Senior Customer Success Manager
Senior Customer Success Manager guiding enterprise onboarding, adoption, renewals, and value realization for Chainguard’s secure open-source software. Germany-based remote role partnering across technical, product, engineering, and sales teams.
Enterprise Customer Success Manager
Enterprise Customer Success Manager helping government agencies maximize Accela’s cloud-based software platform. Managing strategic accounts, renewals, adoption, AI use cases, and executive relationships across a large portfolio.
Enterprise Customer Success Manager
Enterprise Customer Success Manager helping government agencies maximize Accela’s cloud-based software solutions. Managing strategic accounts, renewals, adoption, AI use cases, and executive relationships across a large portfolio.
Team Lead, Customer Success
Team Lead guiding Customer Success Managers across Southern EMEA for CoachHub’s digital and AI coaching platform. Driving retention, renewals, team development, and customer outcomes across enterprise coaching programs.
Customer Success Manager – Government
Customer Success Manager guiding government customers in adopting Team Cymru’s cyber threat intelligence platform. Driving retention, renewals, expansion, and mission-critical security outcomes.