Customer Success Manager, CSM

🕒 Outubro 8

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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HSP Group

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🤝 B2B

💼 Consultoria

📋 Conformidade

B2B • Consulting • Compliance

A HSP Group ajuda empresas a gerenciar suas operações internacionais e expandir globalmente. Fornecemos às equipes de finanças, impostos, jurídico e RH baseadas na matriz uma abordagem simplificada e completa para garantir operações eficientes, total conformidade com as regulamentações locais e a consistência necessária em cada região.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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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