Senior Manager, Customer Success

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

📋 Description

• Lead and guide a regional team of Customer Success Managers across APAC in strategic account planning, relationship development, executive engagement, escalations, and operational support.

• Enhance the customer journey, streamline processes, decrease time-to-value, and boost customer adoption.

• Ensure CSMs cultivate trusted relationships with stakeholders and provide consistent value throughout the customer lifecycle.

• Monitor customer health, adoption rates, risks, and engagement trends; enforce playbooks and take proactive retention and growth measures.

• Mentor and develop CSMs to meet CSAT, retention, adoption, and KPI objectives.

• Establish executive relationships with key customers and engage in Executive Business Reviews and escalations.

• Drive post-sales commercial performance, including expansion, upselling, cross-selling, renewals, retention, and win-back strategies.

• Enhance forecast accuracy through effective pipeline management, account analysis, and gap-closure strategies.

• Collaborate with Sales, Revenue Operations, Product, Support, and Marketing on post-sales revenue execution.

• Coach CSMs on commercial negotiations, renewals, price adjustments, upsells, and cross-selling strategies.

• Convert customer feedback and APAC market insights into actionable recommendations for leadership and internal teams.

• Advocate for customer success, success stories, references, and executive engagement.

• Influence product enhancements, service innovations, operational priorities, and delivery standards.

• Keep abreast of G-P’s products, solutions, roadmap, competitive landscape, and APAC industry trends.

• Promote product adoption through training, enablement, and technical resources.

• Advocate for AI and automation to enhance customer outcomes, productivity, and operational efficiency.

⛳️ Requirements

• 6+ years of experience in leading enterprise Customer Success, strategic account management, or post-sales commercial teams.

• At least 3 years of experience managing managers or team leaders.

• Experience in the APAC region.

• Basic knowledge of CRM systems and Salesforce.

• Proficiency in the Microsoft Office Suite: Word, Excel, and PowerPoint.

• Experience utilizing data and customer insights to identify trends, prioritize investments, improve forecast accuracy, and drive ongoing improvements.

• Proven leadership or people management experience.

• Strong background in customer success, account management, or strategic account leadership.

• Documented success in driving renewals, retention, expansion, adoption, and strategic account growth.

• Exceptional communication, executive stakeholder management, commercial acumen, analytical, and forecasting abilities.

• Capability to collaborate with Sales, Product, Support, Marketing, and Revenue Operations.

• Ability to navigate ambiguity and organizational change effectively.

• Experience managing renewals, price negotiation, upselling, and cross-selling in a SaaS or subscription context.

• Experience in driving software adoption at scale, creating enablement programs, measuring adoption metrics, and linking platform usage to retention and expansion.

• Experience leading teams through organizational changes, establishing new workflows, building accountability, and maintaining engagement.

• Preferred: 2+ years in Employer of Record, HR outsourcing, or global expansion sectors.

• Preferred: Candidates who speak Mandarin.

• Preferred: Experience in technical sales and/or SaaS environments.

• Preferred: Experience with AI tools and their application in workflows, customer insights, or operations.

🏝️ Benefits

• Competitive salary.

• Generous paid parental leave.

• Flexible time off policy.

• Spending accounts.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Sabbatical after 5 years of service.

• Annual bonus for non-sales positions, based on individual and company performance.

• Commission structure for sales positions.