Strategic Customer Success Manager

Summary

Join our team and be part of making global business opportunities possible for everyone, everywhere. As a Customer Success Manager, you will manage post-sales activity, develop trusted relationships with customers, and drive revenue growth through expansion, cross-sell, and up-sell opportunities.

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
• Previous EOR/global expansion industry, and SaaS and HCM industry experience
• Experience with project management, account business planning and prioritization across multiple accounts at any given time. Experience with Salesforce, CSM/CRM tools
• 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

Responsibilities

• Manage all post-sales activity for G-P’s customers through strong onboarding, progressive adoption activities, operational day to day support, relationship-building, product knowledge, planning and execution
• Develop a trusted relationship with key customer contacts by delivering consistently responsive and best in class customer service; being customer-focused and consistently honoring commitments
• Fully accountable for customer retention by conducting regular check-in calls for tactical items and performing strategic business reviews, with the ultimate focus on minimizing churn
• Continually monitor and update customer health records
• Develop deeply intimate knowledge of our customers’ business, roadmap, strategies, initiatives, goals through strategic business reviews
• Educates decision makers of assigned accounts on G-P’s value proposition aligned to customer's business objectives and articulates how G-P solutions can help them achieve their business outcomes
• Proactively seek out and be fully accountable for revenue growth of your customers through expansion, cross-sell, and up-sell opportunities through both inbound and outbound approaches; continuously expanding key customer contacts to unlock potential of how G-P’s products can support across the customers’ business
• Establishes the competitive advantage by developing value-proposition presentations and specialized business plans for customers that drive business outcomes align the right solution for customer needs to generate expansion opportunities
• Responsible for the 'win-back' strategy for strategically selected former customers after they leave G-P. Outreach includes continuing to understand the Customer's business goals, identifying opportunities for re-sale and selling G-P's evolving services
• 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

Benefits

• Annual gross base salary range: $86,800-$108,500
• Annual bonus opportunity
• Generous paid parental leave
• Flexible time off
• Flexible spending accounts
• Medical Insurance
• Dental insurance
• Vision insurance
• Sabbatical after 5 years of service