G-P is hiring a
Strategic Customer Success Manager

Summary

The job is a Customer Success Manager position at G-P, a remote-first company that provides a Global Employment Platform™. The role involves managing post-sales activities, developing relationships with key customer contacts, conducting strategic business reviews, driving revenue growth, functioning as the 'voice of the customer', supporting customers in projects, and influencing internal teams for better service.

Requirements

• 5+ years’ experience in Customer Success, Account Management, or related field, preferably with a focus on enterprise-level or global accounts
• 2-5 years of experience specifically managing strategic or key accounts, with a track record of driving customer satisfaction, retention, and growth in a complex, global environment
• Experience with project management, account business planning and prioritization across multiple accounts at any given time
• Experience with Salesforce, CSM/CRM tools

Responsibilities

• Manage all post-sales activity for G-P’s customers
• Develop a trusted relationship with key customer contacts
• Fully accountable for customer retention
• Conduct regular check-in calls for tactical items and perform strategic business reviews
• Continually monitor and update customer health records
• Develop deeply intimate knowledge of our customers’ business, roadmap, strategies, initiatives, goals through strategic business reviews
• Educate decision makers of assigned accounts on G-P’s value proposition aligned to customer's business objectives
• Proactively seek out and be fully accountable for revenue growth of your customers through expansion, cross-sell, and up-sell opportunities
• Establish the competitive advantage by developing value-proposition presentations and specialized business plans for customers
• Responsible for the 'win-back' strategy for strategically selected former customers after they leave G-P
• Function as the “voice of the customer” and influence the decision making of internal teams, including Product, Sales, Operations, Billing, etc. on how G-P can better serve our customers
• Proactively identify customers who would have good references and work with Marketing to create case studies
• Support customers in projects to enable a seamless implementation of G-P’s products, onboardings and offboarding
• Drive cross-functional projects that impact the evolution of our customer experience, leveraging your extensive experience and best practices to drive projects to completion

Preferred Qualifications

• Self-motivated with the ability to own and drive initiatives to completion; capable of taking full ownership over their work when required
• Assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible; ability to think strategically and execute tactically
• Best-in-class interpersonal & communication skills, with the ability to quickly build rapport and establish trust and understanding of customers, professionals, global partners, and cross-functional teams at G-P; natural ability to leverage relationships to drive growth
• Driven by passion for customers, be it making them successful in all dealings with G-P or retaining their business if possible
• Preferred experience in SaaS or HCM, and knowledge of EOR/global expansion industry

Benefits

• The annual gross base salary range for this position is $86,800-$108,500 plus an annual bonus opportunity
• G-P values its employees and offers excellent benefits and perks including generous paid parental leave, flexible time off, flexible spending accounts, medical Insurance, dental insurance, vision insurance, sabbatical after 5 years of service and more