Senior Manager, Customer Success

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

📋 Description

• Lead and provide support to a regional team of Customer Success Managers throughout the APAC region in areas such as strategic account planning, relationship building, executive engagement, escalations, and operational assistance.

• Enhance the customer journey by streamlining processes, accelerating time-to-value, and boosting customer adoption.

• Ensure that CSMs foster trusted stakeholder relationships and consistently provide value throughout the customer lifecycle.

• Track customer health, adoption rates, risks, and engagement trends, while initiating proactive retention and growth strategies.

• Mentor and develop CSMs to achieve or surpass CSAT, retention, adoption, and KPI goals.

• Cultivate executive relationships with key customers and take part in Executive Business Reviews and customer escalations.

• Drive post-sales commercial performance, focusing on expansion, upselling, cross-selling, renewals, retention, and win-back initiatives.

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

• Collaborate with Sales, Revenue Operations, Product, Support, and Marketing to execute post-sales revenue efforts.

• Guide CSMs in commercial negotiations, contract renewals, price adjustments, upsells, and cross-sell strategies.

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

• Advocate for customer programs, success stories, reference opportunities, and executive engagement initiatives.

• Maintain in-depth knowledge of G-P’s product offerings, solutions, roadmap, competitive landscape, and regional industry trends.

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

• Advocate for the effective use of AI and automation to enhance customer outcomes, productivity, and operational efficiency.

⛳️ Requirements

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

• A minimum of 3 years managing managers or team leaders.

• Experience working in the APAC region.

• Basic proficiency in CRM and Salesforce.

• Competence in Microsoft Office Suite, including Word, Excel, and PowerPoint.

• Experience leveraging data and customer insights to identify trends, prioritize investments, enhance forecast accuracy, and foster continuous improvement.

• Demonstrated leadership or people-management experience.

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

• Proven track record of driving renewals, retention, expansion, adoption, and strategic account growth.

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

• Capability to collaborate across various functions, including Sales, Product, Support, Marketing, and Revenue Operations.

• Ability to navigate ambiguity and organizational changes effectively.

• Experience with commercial outcomes, including contract renewals, price negotiations, upselling, and cross-selling in a SaaS or subscription setting.

• Background in scaling software adoption, creating enablement programs, measuring adoption metrics, and linking platform utilization to retention and expansion results.

• Experience in guiding teams through organizational transformations, establishing new operational methods, fostering accountability, and maintaining team engagement.

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

• Preferred: Candidates who speak Mandarin.

• Preferred: Background in technical sales and/or SaaS.

• Preferred: Experience with experimenting with AI tools in a professional environment.

🏝️ Benefits

• Competitive salary package.

• Generous paid parental leave policy.

• Flexible vacation time.

• Spending accounts for various needs.

• Comprehensive medical insurance.

• Dental insurance coverage.

• Vision insurance options.

• Sabbatical leave after 5 years of service.

• Commission structure in addition to base salary for sales positions.

• Annual bonus for non-sales positions.