Customer Success Manager (CSM)

Job Description

This is a remote role.

As a Customer Success Manager at HSP Group, you will own the relationship with a portfolio of customers after they move over from Sales. You will support them at every stage of their international expansion with us, from onboarding and implementation through to renewal and growth.

The role has two core areas of focus:

• Revenue Expansion: You will carry a quota for growth within your existing customer base. This means finding and closing opportunities to extend HSP's services into new countries, service lines and areas of the customer's business.
• Retention and Churn Prevention: You will protect the customer base by monitoring account health, identifying risks early and taking action before they affect renewal. The aim is to keep customers with HSP and make sure they continue to get value from the partnership.

You will be each customer's trusted advisor on HSP's services and technology. You will work closely with Sales, Operations, Compliance and Delivery teams so that every customer receives a consistent, high-quality service in every country where they operate.

You will also play a key role in supporting customers through their migration to HSP's new GateWay platform and driving adoption once they have moved across.

The role requires excellent communication skills, confident stakeholder management with both internal teams and customers, and a commercially focused approach to problem-solving.

We are looking for an experienced Customer Success professional with a track record of delivering against revenue targets and building long-term customer partnerships. The successful candidate will be motivated by supporting organizations through international expansion and will help shape the processes and direction of a growing Customer Success function.
Responsibilities:

Account Ownership and Customer Relationship

• Take ownership of customer accounts after handover from Sales and manage the full customer lifecycle, from onboarding and implementation through to renewal and expansion.
• Act as the primary point of contact and trusted advisor for each customer, coordinating support across HSP so that all customer needs are met promptly and effectively.
• Build strong, long-term relationships with key stakeholders that support retention and account growth.
• Develop a thorough understanding of each customer's industry, business activities and international expansion plans to anticipate their needs and recommend the right HSP services and technology.

Account Planning and Expansion Revenue

• Create, maintain and regularly update strategic Account Plans that set out customer objectives, stakeholder maps, risks and growth opportunities.
• Identify and assess white-space opportunities within each account, including new countries, service lines and business units.
• Build and manage a qualified pipeline of upsell and cross-sell opportunities, and convert it into revenue to deliver against an assigned expansion quota.
• Consistently demonstrate the value of HSP's services and technology to support adoption, renewal and growth.

Retention and Churn Prevention

• Monitor account health and customer satisfaction, identify risks early and take proactive action to prevent churn.
• Review and address customer requests, complaints and concerns, managing escalations through to resolution with the relevant internal teams and tackling root causes to improve the customer experience.
• Follow up on outstanding customer payments together with Finance so that accounts remain in good standing.

Business Reviews and Reporting

• Plan and lead Half-Year Business Reviews (HBRs) and regular service review meetings with customers, including preparing agendas, performance reporting and strategic recommendations.
• Use these reviews to show the progress and impact of the partnership with HSP, agree priorities and align on future expansion plans.

GateWay Platform Migration and Adoption

• Support customers through their migration to HSP's new GateWay platform, working with Product, Technology, Program Management and Operations teams to make the transition smooth and well-coordinated.
• Act as the customer's main point of contact throughout the migration, communicating timelines, managing expectations and resolving any issues that come up.
• Drive adoption of GateWay after migration through onboarding sessions, training and ongoing enablement, so that customers get full value from the platform's capabilities.
• Gather customer feedback during and after migration and pass it to Product teams to support continuous improvement of the platform.

Voice of the Customer and Enablement

• Share customer insights and feedback with Product, Operationsand Delivery teams to shape service and technology improvements, and take part in user research and usability studies as required.
• Contribute to training materials and educational content, including product tutorials, so that customers get full value from HSP's services and technology.

CRM and Administration

• Keep Salesforce records accurate and up to date, including customer interactions, account health, pipeline and activity.
• Support the wider Customer Success team with additional responsibilities as required, showing flexibility and adaptability in a growing function.

Qualifications:

• 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.

Skills and Competences:

• Relationship building. Exceptional ability to communicate and foster positive, trusted business relationships.
• Accountability.Takes ownership of customer outcomes and follows through on commitments.
• Organization. Strong project management, with the ability to proactively follow up and deliver results across multiple accounts.
• Solution orientation. A focus on identifying and addressing the root cause of issues.
• Commercial awareness. Spots opportunities to add value and grow customer accounts.
• Effective communication. Confident communicating with senior personnel, both internal and external, and explaining product concepts clearly.
• Coaching mindset. Enjoys sharing knowledge and helping colleagues develop.
• Adaptability. Flexible and able to thrive in an evolving environment.
• Assertiveness. Assertive yet tactful, able to manage multiple business relationships effectively and deliver difficult messages.