Customer Success Manager

About Us

Our leading SaaS-based Global Growth Platform™ enables clients to expand into over 180 countries quickly and efficiently, without the complexities of establishing local entities. At G-P, we’re dedicated to breaking down barriers to global business and creating opportunities for everyone, everywhere.

Our diverse, remote-first teams are essential to our success. We empower our Dream Team members with flexibility and resources, fostering an environment where innovation thrives and every contribution is valued and celebrated.

The work you do here will positively impact lives around the world. We stand by our promise: Opportunity Made Possible. In addition to competitive compensation and benefits, we invite you to join us in expanding your skills and helping to reshape the future of work.

At G-P, we assist organizations in building exceptional global teams in days, not months—streamlining the hiring, onboarding, and management process to unlock growth potential for all.

About the Position:

As a Customer Success Manager at G-P, you will be at the forefront of delivering exceptional customer experiences. This role offers the chance to work with customers to drive retention, growth, and advocacy. 

 

What you will do:

Customer Engagement 

• 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.
• A key measure of success will be your ability to maintain the highest levels of CSAT and NPS for your assigned Customers.
• Continually monitor and update customer health records

 

Sales Excellence

• 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.

 

Customer Advocacy

• 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.

 

Product & Industry Expertise

• Proactively builds and maintains an intimate knowledge of G-P’s product landscape, solutions, and business priorities.
• Knows GPP inside and out and can share best practices and train customers to drive outstanding product adoption.
• Gain in-depth understanding of competitive landscape to demonstrate differentiation to customers.

 

Project Management

• 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.

 

What we are looking for:

• 3-5 years of experience in Customer Success, Account Management, Business Development, or another customer-facing role
• Demonstrable experience in driving significant sustainable account growth.
• Experience with project management, account business planning and prior