[Hiring] Customer Success Manager @HSP Group

Role Description

This is a remote role. As a Customer Success Manager at HSP Group, you will own the relationship with a portfolio of customers after they move over from Sales. You will support them at every stage of their international expansion with us, from onboarding and implementation through to renewal and growth.

The role has two core areas of focus:

• Revenue Expansion:
  • You will carry a quota for growth within your existing customer base.
  • This means finding and closing opportunities to extend HSP's services into new countries, service lines, and areas of the customer's business.
• Retention and Churn Prevention:
  • You will protect the customer base by monitoring account health, identifying risks early, and taking action before they affect renewal.
  • The aim is to keep customers with HSP and ensure they continue to get value from the partnership.

You will be each customer's trusted advisor on HSP's services and technology. You will work closely with Sales, Operations, Compliance, and Delivery teams so that every customer receives a consistent, high-quality service in every country where they operate.

You will also play a key role in supporting customers through their migration to HSP's new GateWay platform and driving adoption once they have moved across.

The role requires excellent communication skills, confident stakeholder management with both internal teams and customers, and a commercially focused approach to problem-solving.

We are looking for an experienced Customer Success professional with a track record of delivering against revenue targets and building long-term customer partnerships. The successful candidate will be motivated by supporting organizations through international expansion and will help shape the processes and direction of a growing Customer Success function.

Qualifications

• 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.

Requirements

• 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.
• 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.
• 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.

Benefits

• Fast-paced, client-first environment.
• Focus on solutions rather than challenges.