Sr. Manager, Customer Success

About The Position:

The Senior Manager, Customer Success (APAC) is a commercial  leadership role responsible for building and developing a team of Customer Success Managers across the APAC region. This role is accountable for driving customer growth, expansion, upsell, cross-sell, renewals, retention, adoption, and long-term account health across a portfolio of strategic customers. The Senior Manager will ensure the team builds trusted executive relationships, delivers measurable customer value, and uncovers and owns large opportunities within existing accounts. Working closely with Sales, Product, Support, and senior leadership, this role will align customer needs with business priorities, strengthen strategic account management practices, and ensure a consistent, high-impact customer success experience across the region.

What you will do:

Customer Engagement

Lead and support a regional team of Customer Success Managers in post-sales customer engagement, including strategic account planning, relationship-building, executive engagement, escalations, and operational support.

Continuously improve the customer journey by identifying opportunities to simplify processes, improve time-to-value, and increase customer adoption.

Ensure CSMs build trusted relationships with key stakeholders, understand customer priorities, and deliver consistent value throughout the customer lifecycle.

Monitor customer health, adoption, risks, and engagement trends, ensuring the team follows established playbooks and takes proactive action to protect retention and growth.

Coach and develop CSMs to meet or exceed CSAT, retention, adoption, and KPI targets.

Foster accountability, collaboration, and a customer-centric culture that reflects the needs of diverse APAC markets.

Personally develop executive relationships with key strategic customers and participate in Executive Business Reviews and customer escalations.

Sales Excellence

Drive post-sales commercial performance by equipping CSMs to understand each customer’s business goals, operating model, roadmap, and success measures.

Mentor the team to conduct strategic business reviews, connect G-P solutions to customer objectives, and translate customer value into clear expansion, upsell, and retention strategies.

Ensure CSMs proactively identify growth opportunities, uncover large account potential, reduce churn risk, and support timely, value-based renewals.

Lead the development and execution of win-back plans for at-risk or lost accounts, partnering with Sales and leadership where needed.

Improve forecast accuracy through disciplined pipeline management, account inspection, and gap closure planning.

Partner cross-functionally with Sales, Revenue Operations, Product, Support, and Marketing to improve sales effectiveness, productivity, and overall post-sales revenue execution.

Coach and support CSMs in commercial negotiations, including contract renewals, price increases, upsells, and cross-sell motions, ensuring the team approaches each with a clear value narrative, commercial confidence, and a bias toward expansion.

Customer Advocacy

Act as the voice of the customer, translating customer feedback and APAC market insights into clear recommendations for senior leadership and internal teams.

Champion advocacy programs that highlight customer value, surface success stories, and strengthen loyalty across strategic accounts.

Partner with Marketing, Sales, and Customer Success to support reference opportunities and executive engagement.

Ensure customer needs and regional trends influence product improvements, service innovation, operational priorities, and delivery standards, reinforcing a consistently customer-centric approach across the APAC region.

Product & Industry Expertise

Develop and maintain deep knowledge of G-P’s product portfolio, solutions, roadmap, competitive landscape, and regional industry trends across APAC.

Enable CSMs to position value confidently, advise customers with relevant market insight, and connect solutions to adoption, expansion, and retention outcomes.

Support product adoption through training, enablement, and effective use of technical resources.

Partner with Product and technical teams to address customer needs, improve messaging, strengthen team effectiveness, and reinforce G-P’s differentiated value proposition.

Champion the practical use of AI and automation to improve customer outcomes, team productivity, and operational effectiveness while helping the organization adopt new ways of working.

What We Are Looking For:

Minimum Requirements:

6+ years leading enterprise Customer Success, strategic account management, or post-sales commercial teams, including at least 3 years managing managers or team leads

APAC regional experience

Basic understanding of industry-specific tools and processes: CRM, Salesforce

Proficiency in MS Office Suite (Word, Excel, PowerPoint)

Use data and customer insights to identify trends, prioritize investments, improve forecast accuracy, and drive continuous improvement across the region.

Proven leadership or people-management experience, ideally managing Customer Success Managers or post-sales teams.

Strong background in customer success, account management, or strategic account leadership, with a demonstrated record of driving renewals, retention, expansion, adoption, and strategic account growth.

Excellent communication skills, executive stakeholder management, commercial judgment, analytical capability, and forecasting discipline.

Ability to collaborate cross-functionally with Sales, Product, Support, Marketing, and Revenue Operations, while coaching teams to achieve measurable outcomes.

Ability to lead through ambiguity and organizational change.

Demonstrated experience owning commercial outcomes including contract renewals, price increase negotiations, upsells, and cross-sell motions in a SaaS or subscription environment.

Proven track record driving software adoption at scale with experience building enablement programs, measuring adoption metrics, and connecting platform utilization to retention and expansion outcomes.

Experience leading teams through organizational change establishing new ways of working, building accountability, and maintaining team engagement in a high-growth or transformational environment.

Preferred Qualifications:

2+ years experience in the Employer of Record (EOR), HR outsourcing, or global expansion industries.

Mandarin speaking candidates would be preferred

Technical sales and/or SaaS experience

Demonstrated curiosity and comfort experimenting with AI tools in a professional context; experience applying AI to improve team workflows, customer insights, or operational processes is a plus.