SR. MANAGER, CUSTOMER SUCCESS

Globalizationpartners

Full-timesenior

Job description

<div class="content-intro">About Us Our leading SaaS-based Global Employment Platform™ enables clients to expand into over 180 countries quickly and efficiently, without the complexities of establishing local entities. At G-P, we’re dedicated to breaking down barriers to global business and creating opportunities for everyone, everywhere. Our diverse, remote-first teams are essential to our success. We empower our Dream Team members with flexibility and resources, fostering an environment where innovation thrives and every contribution is valued and celebrated. The work you do here will positively impact lives around the world. We stand by our promise: Opportunity Made Possible. In addition to competitive compensation and benefits, we invite you to join us in expanding your skills and helping to reshape the future of work. At G-P, we assist organizations in building exceptional global teams in days, not months—streamlining the hiring, onboarding, and management process to unlock growth potential for all.</div>About The Position: The Senior Manager, Customer Success (APAC) is a commercial leadership role responsible for building and developing a team of Customer Success Managers across the APAC region. This role is accountable for driving customer growth, expansion, upsell, cross-sell, renewals, retention, adoption, and long-term account health across a portfolio of strategic customers. The Senior Manager will ensure the team builds trusted executive relationships, delivers measurable customer value, and uncovers and owns large opportunities within existing accounts. Working closely with Sales, Product, Support, and senior leadership, this role will align customer needs with business priorities, strengthen strategic account management practices, and ensure a consistent, high-impact customer success experience across the region. What you will do: Customer Engagement <ul> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Lead and support a regional team of Customer Success Managers in post-sales customer engagement, including strategic account planning, relationship-building, executive engagement, escalations, and operational support. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Continuously improve the customer journey by identifying opportunities to simplify processes, improve time-to-value, and increase customer adoption.</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Ensure CSMs build trusted relationships with key stakeholders, understand customer priorities, and deliver consistent value throughout the customer lifecycle. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Monitor customer health, adoption, risks, and engagement trends, ensuring the team follows established playbooks and takes proactive action to protect retention and growth. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Coach and develop CSMs to meet or exceed CSAT, retention, adoption, and KPI targets. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Foster accountability, collaboration, and a customer-centric culture that reflects the needs of diverse APAC markets.</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Personally develop executive relationships with key strategic customers and participate in Executive Business Reviews and customer escalations.</li> </ul> Sales Excellence <ul> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Drive post-sales commercial performance by equipping CSMs to understand each customer’s business goals, operating model, roadmap, and success measures. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Mentor the team to conduct strategic business reviews, connect G-P solutions to customer objectives, and translate customer value into clear expansion, upsell, and retention strategies. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Ensure CSMs proactively identify growth opportunities, uncover large account potential, reduce churn risk, and support timely, value-based renewals. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Lead the development and execution of win-back plans for at-risk or lost accounts, partnering with Sales and leadership where needed. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Improve forecast accuracy through disciplined pipeline management, account inspection, and gap closure planning. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Partner cross-functionally with Sales, Revenue Operations, Product, Support, and Marketing to improve sales effectiveness, productivity, and overall post-sales revenue execution. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Coach and support CSMs in commercial negotiations, including contract renewals, price increases, upsells, and cross-sell motions, ensuring the team approaches each with a clear value narrative, commercial confidence, and a bias toward expansion.</li> </ul> Customer Advocacy <ul> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Act as the voice of the customer, translating customer feedback and APAC market insights into clear recommendations for senior leadership and internal teams. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Champion advocacy programs that highlight customer value, surface success stories, and strengthen loyalty across strategic accounts. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Partner with Marketing, Sales, and Customer Success to support reference opportunities and executive engagement. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Ensure customer needs and regional trends influence product improvements, service innovation, operational priorities, and delivery standards, reinforcing a consistently customer-centric approach across the APAC region.</li> </ul> Product & Industry Expertise <ul> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Develop and maintain deep knowledge of G-P’s product portfolio, solutions, roadmap, competitive landscape, and regional industry trends across APAC. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Enable CSMs to position value confidently, advise customers with relevant market insight, and connect solutions to adoption, expansion, and retention outcomes. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Support product adoption through training, enablement, and effective use of technical resources. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Partner with Product and technical teams to address customer needs, improve messaging, strengthen team effectiveness, and reinforce G-P’s differentiated value proposition.</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Champion the practical use of AI and automation to improve customer outcomes, team productivity, and operational effectiveness while helping the organization adopt new ways of working.</li> </ul> What We Are Looking For: Minimum Requirements: <ul> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">6+ years leading enterprise Customer Success, strategic account management, or post-sales commercial teams, including at least 3 years managing managers or team leads</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">APAC regional experience</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Basic understanding of industry-specific tools and processes: CRM, Salesforce</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Proficiency in MS Office Suite (Word, Excel, PowerPoint)</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Use data and customer insights to identify trends, prioritize investments, improve forecast accuracy, and drive continuous improvement across the region.</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Proven leadership or people-management experience, ideally managing Customer Success Managers or post-sales teams. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Strong background in customer success, account management, or strategic account leadership, with a demonstrated record of driving renewals, retention, expansion, adoption, and strategic account growth. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Excellent communication skills, executive stakeholder management, commercial judgment, analytical capability, and forecasting discipline. </li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Ability to collaborate cross-functionally with Sales, Product, Support, Marketing, and Revenue Operations, while coaching teams to achieve measurable outcomes.</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Ability to lead through ambiguity and organizational change.</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Demonstrated experience owning commercial outcomes including contract renewals, price increase negotiations, upsells, and cross-sell motions in a SaaS or subscription environment.</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Proven track record driving software adoption at scale with experience building enablement programs, measuring adoption metrics, and connecting platform utilization to retention and expansion outcomes.</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); font-family: arial, helvetica, sans-serif;">Experience leading teams through organizational change establishing new ways of working, building accountability, and maintaining team engagement in a high-growth or transformational environment.</li> </ul> Preferred Qualifications: <ul> <li style="font-size: 12pt; color: rgb(40, 40, 40); line-height: 1.2; font-family: arial, helvetica, sans-serif;">2+ years experience in the Employer of Record (EOR), HR outsourcing, or global expansion industries.</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); line-height: 1.2; font-family: arial, helvetica, sans-serif;">Mandarin speaking candidates would be preferred</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); line-height: 1.2; font-family: arial, helvetica, sans-serif;">Technical sales and/or SaaS experience</li> <li style="font-size: 12pt; color: rgb(40, 40, 40); line-height: 1.2; font-family: arial, helvetica, sans-serif;">Demonstrated curiosity and comfort experimenting with AI tools in a professional context; experience applying AI to improve team workflows, customer insights, or operational processes is a plus.</li> </ul><div class="content-conclusion"><div id="message-list_1761669766.039629" class="c-virtual_list__item" data-qa="virtual-list-item" data-item-key="1761669766.039629"> <div class="c-message_kit__background c-message_kit__background--hovered p-message_pane_message__message c-message_kit__message" data-qa="message_container" data-qa-unprocessed="false" data-qa-placeholder="false"> <div class="c-message_kit__hover c-message_kit__hover--hovered" data-qa-hover="true"> <div class="c-message_kit__actions c-message_kit__actions--default"> <div class="c-message_kit__gutter"> <div class="c-message_kit__gutter__right" data-qa="message_content"> <div class="c-message_kit__blocks c-message_kit__blocks--rich_text"> <div class="c-message__message_blocks c-message__message_blocks--rich_text" data-qa="message-text"> <div class="p-block_kit_renderer" data-qa="block-kit-renderer"> <div class="p-block_kit_renderer__block_wrapper p-block_kit_renderer__block_wrapper--first"> <div class="p-rich_text_block"> Our ranges are established using objective market benchmarking data for this level of work. Final placement within the range is determined by gender-neutral criteria, including the candidate's relevant skills, experience, and specific qualifications for the role. Actual compensation for this position may vary and will depend on multiple factors such as relevant qualifications, experience, education, and geographic location. For Full-Time Regular Employees, this position is also eligible for additional compensation as follows: <ul> <li style="line-height: 1.5;">Sales Roles: This position is eligible for a commission structure in addition to base salary.</li> <li style="line-height: 1.5;">Non-Sales Roles: This position is eligible for an annual bonus which is paid dependent on various factors, including and without limitation, individual and company performance in addition to base salary.</li> </ul> Benefits <div style="line-height: 1.5;"> G-P values its employees and offers excellent benefits and perks including generous paid parental leave, flexible time off, spending accounts, medical insurance, dental insurance, vision insurance, sabbatical after 5 years and more. </div> <div style="line-height: 1.5;"> </div> <div style="line-height: 1.5;"> Individuals residing, or applying to work, in the United States: California or Philadelphia, Pennsylvania, please review the following additional information: G-P will consider qualified applicants with arrest or conviction records in accordance with the California Fair Chance Act, Los Angeles City Fair Chance Act Ordinance, Los Angeles County Fair Chance Act Ordinance, and San Francisco Fair Chance Act Ordinance. Los Angeles applicants can review additional information regarding the Los Angeles City Fair Chance Act here: <a style="color: rgb(40, 40, 40);" href="https://shared.outlook.inky.com/link?domain=urldefense.com&t=h.eJxFUF1PwjAU_Suy-GRkZV33hS8SVAQJjCw84EvTtR10dGvTFXQY_7sb0fhwT3LOufeem_vlnIx0xjfOwVrdjAHoKOMFrxvuUlWBsw8w_vVySlxJqLCtu1dnsNVSEdaAgoqDAitlBeV3cGRVBxOtpaCktk1HCmU6TI04E9t3PFfdZMtN7408F_ouRK5mBcYPi2wr-xoM1hHeZa-0Ykmp_UOJEXue0HYzgFmbTEUphzJJ8dwzDaIZEYty-rn5mIUaQS_2ZyZ98tIin33UwQt-W9rV3K-X1fEzupQVwXkeZrvJktX--vB-69zfOMf-A3upciLFhVih6qEmxtbdjUAqw4WU7eN-qK8vCXIKecgYz2mQ5JzFSQwDThiCNPaiIAZeFMEQ-Z3qIohGoY_6DN5nWGpOl79Nvcquyf9cdNz7_gFnYIED.MEQCICChUMF1POWhdDQaggM0FRjjJZ1lAcLJ15DZZDq3zupvAiAx1VO2lLsi1vKRs7_BzTCXX81huhJ5uOVsv4BIuvW39A" data-outlook-id="1a1bee16-c2df-46f4-aa18-ca17f007e7b0">Fair Chance Initiative for Hiring Ordinance</a>, and Philadelphia applicants can review information pertaining to Philadelphia’s Fair Criminal Record Screening Standards Ordinance here: <a style="color: rgb(40, 40, 40);" href="https://shared.outlook.inky.com/link?domain=urldefense.com&t=h.eJxFj1tvgjAAhf-Kkj0OSku5uZcZNi-bmxqefGpKW6FYoCko6rL_PjFb9vidk5wv58s6GmVNRlbRdbqdAHBDLvaiboXDmgqcPEDIb9f3vaMLqaiTNydQCS4pQC6CLkYeDNwIh2BGpbGTgtZM2AtpZJ3biva2btpOGEfzPSFP4_E6JLt0wSoel9orSoL565RdtmOUXuJElspW8YYsoWkxS6l8K5Pztp8HGiMYeXOzeYGbfTbva39G3lfd59KrV9XhHF7LipIsC9Ld9H3d8zL5eLAeR9ZheJerJqNKXmknm9rW1HS1MC1QjRFSqctzbuv7XT9jSASci4z5cSZ4FEfIF5RjxCIY-hGAYYgC7N1SByPsBh4eHGJwdMwcr39LQ8rv5n-WN4bfP1nrdLY.MEUCIA1-pP3eRDEfOnGzDHEJO_5cRL2WrthGwPNyFvUSTvbwAiEA_qA8gsy2BPUN-ydrjIruYGuY5d00Vye8J-RWpWPUJeo" data-outlook-id="aed3a9bc-7948-41e2-8850-89268ac3f177">Fair Chance Poster</a>. Any consideration of a candidate’s background check with arrest or conviction records will include an individualized assessment based on the factors required by applicable law, including the candidate’s specific record and the duties and requirements of the specific job. </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> G-P. Global Made Possible. G-P is a proud Equal Opportunity Employer, and we are committed to building and maintaining a diverse, equitable and inclusive culture that celebrates authenticity. We prohibit discrimination and harassment against employees or applicants on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other legally protected status. G-P also is committed to providing reasonable accommodations to individuals with disabilities. Individuals with disabilities are encouraged to apply for these positions. If you need an accommodation due to a disability during the interview process, please contact us at <a style="color: rgb(40, 40, 40);" href="mailto:careers@globalization-partners.com">careers@g-p.com.</a> </div>

Skills

SalesforceMS Office SuiteCRM