Senior Manager, Customer Success

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G-P

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

⚖️ Legal

Consulting • Healthcare • Legal

G-P is a leading global company specializing in Employer of Record (EOR) solutions, providing businesses with the tools to hire, onboard, and manage teams in over 180 countries quickly and compliantly. The company offers a comprehensive suite of global employment products under its G-P Meridian Suite™, including services for hiring employees and contractors, managing global payroll, time management, expenses, HR support, and employee assistance. G-P is recognized for its compliance expertise, featuring the world's first AI-based HR compliance advisor, G-P Gia™, which delivers AI-driven advice and solutions for HR compliance challenges. With a strong network of partners and industry-leading EOR SaaS solutions, G-P supports HR, legal, and financial compliance globally. Their offerings are designed to simplify the employment lifecycle and accelerate global business expansion.

📋 Description

• 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