Customer Success Manager, CSM

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of customer accounts following the transition from Sales, overseeing the entire lifecycle from onboarding and implementation to renewal and expansion.

• Serve as the main point of contact and trusted advisor, coordinating support across HSP.

• Establish long-term relationships with key stakeholders to enhance retention and drive account growth.

• Gain insights into customers’ industries, business operations, and international expansion strategies to foresee their needs and suggest suitable HSP services and technology.

• Develop and maintain strategic Account Plans that outline objectives, stakeholder mappings, risks, and growth opportunities.

• Identify white-space opportunities in various countries, service lines, and business units.

• Build and manage pipelines for upselling and cross-selling, meeting an assigned expansion quota.

• Showcase the value of HSP’s services and technology to encourage adoption, renewal, and growth.

• Monitor account health and customer satisfaction, proactively identifying risks and mitigating churn.

• Handle customer requests, complaints, concerns, and escalations until resolved with internal teams.

• Follow up on outstanding customer payments with the Finance team.

• Organize and lead Half-Year Business Reviews and regular service review meetings, including setting agendas, performance reporting, and making strategic recommendations.

• Assist customers in migrating to HSP’s GateWay platform alongside Product, Technology, Program Management, and Operations teams.

• Manage communications, timelines, expectations, and issues related to migration.

• Promote GateWay adoption through onboarding, training, and continuous enablement.

• Collect migration feedback for Product teams and share customer insights with Product, Operations, and Delivery.

• Contribute to the creation of training materials, educational content, and product tutorials.

• Maintain precise Salesforce records for interactions, account health, pipeline, and activities.

• Assist the broader Customer Success team with additional responsibilities as needed.

⛳️ Requirements

• At least 5 years of experience in Customer Success, preferably within international expansion services or a related field.

• Demonstrated history of achieving or surpassing expansion or upsell targets in a quota-carrying capacity.

• Solid understanding of the international expansion industry, including Employer of Record (EOR), entity management, payroll, and statutory compliance.

• Technical proficiency related to the utilization of our products and services.

• Familiarity with Salesforce or a comparable CRM system.

• Experience in enhancing brand image and value through customer experiences.

• Outstanding written and verbal communication skills in English; proficiency in additional languages is an advantage.

• Strong sense of accountability and personal organization, with the ability to work effectively in a remote setting.

• Exceptional capability to communicate and cultivate positive, trusted business relationships.

• Robust project management skills, with a proactive approach to follow-up and delivering results across multiple accounts.

• Ability to identify and resolve the root causes of issues.

• Skill in recognizing opportunities to add value and expand customer accounts.

• Confidence in communicating with senior personnel and articulating product concepts clearly.

• Proficiency in managing multiple business relationships effectively and conveying challenging messages.

🏝️ Benefits

• Flexible remote work arrangement.

• Opportunity to assist organizations in their international expansion endeavors.

• Chance to influence the processes and direction of a growing Customer Success function.

• Involvement in user research and usability studies as needed.

• Opportunities for coaching and knowledge sharing.