Senior Manager, Customer Success

About the Company

G-P provides a SaaS-based Global Employment Platform that helps businesses enter more than 180 countries quickly and efficiently, without the burden of setting up local entities. The company focuses on removing barriers to global growth and enabling opportunity worldwide. Its remote-first culture is built around flexibility, support, and recognition, with a strong emphasis on innovation and meaningful impact.

The organization helps customers build and manage global teams faster, simplifying hiring, onboarding, and ongoing workforce management. Employees are encouraged to grow their skills while contributing to the future of work.

Role Overview

The Senior Manager, Customer Success for APAC will lead and develop a regional team of Customer Success Managers. The role is centered on customer growth, renewals, retention, adoption, expansion, upsell, cross-sell, and overall account health across a portfolio of strategic accounts. This leader will build executive relationships, uncover revenue opportunities, and ensure customers receive a consistent, high-value experience across the region.

Working closely with Sales, Product, Support, Revenue Operations, Marketing, and senior leadership, this position connects customer needs with business priorities and strengthens strategic account management across APAC.

Key Responsibilities

This role involves both team leadership and direct customer engagement, with responsibilities spanning customer success, commercial growth, advocacy, and product expertise.

• Guide and support a regional Customer Success team in post-sale account management, including planning, relationship building, executive communication, escalation handling, and operational support.
• Improve the customer journey by streamlining processes, shortening time-to-value, and increasing adoption across accounts.
• Make sure Customer Success Managers build strong relationships with key stakeholders and consistently deliver value throughout the customer lifecycle.
• Track customer health, usage, risk signals, and engagement patterns, and ensure proactive action is taken to protect retention and growth.
• Coach team members to achieve or outperform targets for CSAT, retention, adoption, and other performance metrics.
• Create a culture of accountability, collaboration, and customer focus that works well across varied APAC markets.
• Personally maintain executive relationships with strategic customers and participate in Executive Business Reviews and escalations when needed.
• Drive post-sales revenue performance by helping the team understand customer goals, operating models, roadmaps, and success metrics.
• Support the team in running strategic business reviews and in linking G-P solutions to customer goals and expansion opportunities.
• Encourage proactive identification of growth potential, churn risk, and renewal opportunities, while helping secure timely and value-led renewals.
• Lead recovery plans for at-risk or lost accounts in partnership with Sales and leadership where required.
• Improve forecast quality through disciplined pipeline review, account inspection, and action plans to close gaps.
• Work cross-functionally with Sales, Revenue Operations, Product, Support, and Marketing to improve sales effectiveness and post-sales revenue execution.
• Coach the team on commercial discussions such as renewals, price adjustments, upsells, and cross-sell opportunities, ensuring each conversation is backed by a strong value story.
• Act as the customer’s representative by translating feedback and regional market insight into recommendations for leadership and internal teams.
• Promote advocacy initiatives that showcase customer success, build loyalty, and surface referenceable stories.
• Partner with Marketing, Sales, and Customer Success to support reference requests and executive engagement.
• Bring customer needs and regional trends into product, service, and operational decisions to keep the organization customer-focused in APAC.
• Build and maintain strong knowledge of G-P’s product set, roadmap, market landscape, and APAC industry trends.
• Equip Customer Success Managers to confidently position value, advise customers using market insight, and connect product use to adoption and retention outcomes.
• Support product adoption through training, enablement, and effective use of technical resources.
• Work with Product and technical teams to address customer needs, sharpen messaging, and strengthen the company’s differentiated value proposition.
• Promote practical use of AI and automation to improve customer outcomes, team productivity, and operational effectiveness.

Requirements

• At least 6 years of experience leading enterprise Customer Success, strategic account management, or other post-sales commercial teams, including 3 or more years managing managers or team leads.
• Prior experience working across the APAC region.
• Working knowledge of CRM tools, especially Salesforce.
• Comfort using MS Office tools, including Word, Excel, and PowerPoint.
• Ability to use data and customer feedback to spot trends, guide investments, improve forecast accuracy, and drive ongoing improvement.
• Proven people leadership experience, ideally in Customer Success or post-sales environments.
• Strong background in renewals, retention, expansion, adoption, and strategic account growth.
• Excellent communication, executive stakeholder management, commercial judgment, analytical thinking, and forecasting discipline.
• Ability to partner across Sales, Product, Support, Marketing, and Revenue Operations while helping teams reach measurable outcomes.
• Comfort leading through ambiguity and organizational change.
• Experience managing commercial outcomes such as renewals, price increases, upsells, and cross-sell motions in a SaaS or subscription business.
• Experience scaling software adoption, creating enablement programs, tracking adoption metrics, and linking product usage to retention and growth.
• Experience guiding teams through change, building accountability, and maintaining engagement in a high-growth or transformation environment.

Preferred Qualifications

• 2+ years of experience in Employer of Record, HR outsourcing, or global expansion industries.
• Mandarin-speaking candidates are preferred.
• Background in technical sales and/or SaaS.
• Interest in experimenting with AI tools in a professional setting, with experience using AI to improve workflows, customer insight, or operations considered an advantage.

Compensation and Benefits

Compensation is benchmarked using market data and may vary based on skills, experience, education, and location. For full-time regular employees, additional pay may apply depending on the role type:

• Sales roles may include commission on top of base salary.
• Non-sales roles may include an annual bonus based on individual and company performance, along with base salary.

Benefits include generous paid parental leave, flexible time off, spending accounts, medical coverage, dental coverage, vision coverage, and a sabbatical after 5 years, along with other perks.

Additional Information

Applicants in the United States, including California and Philadelphia, Pennsylvania, may be subject to region-specific fair chance hiring disclosures related to criminal record consideration, where applicable. Any review of background information will be handled through an individualized assessment in line with local law.

G-P is an equal opportunity employer and maintains a workplace culture centered on inclusion and fairness. The company does not tolerate discrimination or harassment on protected grounds and provides reasonable accommodations for candidates and employees with disabilities. Candidates who need an accommodation during the interview process may contact the company at careers@g-p.com.