Customer Success Manager (CSM)

• 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.

• 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.

• 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.

• 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.

• 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.

• Share customer insights and feedback with Product, Operations and 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.

• 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.

• 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.

• 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.

If you would like to be part of a fast-paced, client first environment; where we focus on solutions rather than challenges, come and join our #HSPGlobalSolutionTeam!