Customer Success Manager (CSM)

HSP Group provides global expansion services covering legal entity setup, global HR, payroll, compliance, tax, and advisory. The Customer Success Manager owns customer relationships throughout international expansion, from onboarding and implementation through renewal and growth. The role focuses on revenue expansion, retention, churn prevention, and adoption of the GateWay platform.

Responsibilities:

• 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, Operationsand 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

Requirements:

• 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
• Strong accountability and personal organization
• 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
• excellent communication skills
• confident stakeholder management with both internal teams and customers
• a commercially focused approach to problem-solving
• an experienced Customer Success professional
• a track record of delivering against revenue targets and building long-term customer partnerships
• ideally in international expansion services or a related field
• additional language fluency is a bonus