Sr. Manager, Customer Success

About the role

Our leading SaaS-based Global Employment Platform™ enables clients to expand into over 180 countries quickly and efficiently, without the complexities of establishing local entities. At G-P, we're dedicated to breaking down barriers to global business and creating opportunities for everyone, everywhere. Our diverse, remote-first teams are essential to our success. We empower our Dream Team members with flexibility and resources, fostering an environment where innovation thrives and every contribution is valued and celebrated. The work you do here will positively impact lives around the world. We stand by our promise: Opportunity Made Possible. In addition to competitive compensation and benefits, we invite you to join us in expanding your skills and helping to reshape the future of work. At G-P, we assist organizations in building exceptional global teams in days, not months-streamlining the hiring, onboarding, and management process to unlock growth potential for all. The Senior Manager, Customer Success (APAC) is a commercial leadership role responsible for building and developing a team of Customer Success Managers across the APAC region. This role is accountable for driving customer growth, expansion, upsell, cross-sell, renewals, retention, adoption, and long-term account health across a portfolio of strategic customers. The Senior Manager will ensure the team builds trusted executive relationships, delivers measurable customer value, and uncovers and owns large opportunities within existing accounts. Working closely with Sales, Product, Support, and senior leadership, this role will align customer needs with business priorities, strengthen strategic account management practices, and ensure a consistent, high-impact customer success experience across the region.

Responsibilities

• Customer Engagement
• Lead and support a regional team of Customer Success Managers in post-sales customer engagement, including strategic account planning, relationship-building, executive engagement, escalations, and operational support.
• Continuously improve the customer journey by identifying opportunities to simplify processes, improve time-to-value, and increase customer adoption.
• Ensure CSMs build trusted relationships with key stakeholders, understand customer priorities, and deliver consistent value throughout the customer lifecycle.
• Monitor customer health, adoption, risks, and engagement trends, ensuring the team follows established playbooks and takes proactive action to protect retention and growth.
• Coach and develop CSMs to meet or exceed CSAT, retention, adoption, and KPI targets.
• Foster accountability, collaboration, and a customer-centric culture that reflects the needs of diverse APAC markets.
• Personally develop executive relationships with key strategic customers and participate in Executive Business Reviews and customer escalations.
• Sales Excellence
• Drive post-sales commercial performance by equipping CSMs to understand each customer's business goals, operating model, roadmap, and success measures.
• Mentor the team to conduct strategic business reviews, connect G-P solutions to customer objectives, and translate customer value into clear expansion, upsell, and retention strategies.
• Ensure CSMs proactively identify growth opportunities, uncover large account potential, reduce churn risk, and support timely, value-based renewals.
• Lead the development and execution of win-back plans for at-risk or lost accounts, partnering with Sales and leadership where needed.
• Improve forecast accuracy through disciplined pipeline management, account inspection, and gap closure planning.
• Partner cross-functionally with Sales, Revenue Operations, Product, Support, and Marketing to improve sales effectiveness, productivity, and overall post-sales revenue execution.
• Coach and support CSMs in commercial negotiations, including contract renewals, price increases, upsells, and cross-sell motions, ensuring the team approaches each with a clear value narrative, commercial confidence, and a bias toward expansion.
• Customer Advocacy
• Act as the voice of the customer, translating customer feedback and APAC market insights into clear recommendations for senior leadership and internal teams.
• Champion advocacy programs that highlight customer value, surface success stories, and strengthen loyalty across strategic accounts.
• Partner with Marketing, Sales, and Customer Success to support reference opportunities and executive engagement.
• Ensure customer needs and regional trends influence product improvements, service innovation, operational priorities, and delivery standards, reinforcing a consistently customer-centric approach across the APAC region.
• Product & Industry Expertise
• Develop and maintain deep knowledge of G-P's product portfolio, solutions, roadmap, competitive landscape, and regional industry trends across APAC.
• Enable CSMs to position value confidently, advise customers wit

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