Sr. Manager, Customer Success

Globalization Partners
Australia
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Executive stakeholder management","Commercial judgment","Analytical capability","Forecasting discipline","Lead through ambiguity"]

Lead and grow a regional APAC team of Customer Success Managers to drive renewals, retention, adoption, upsell and cross-sell across strategic enterprise accounts. Own customer health, executive relationships, escalations, and executive business reviews while mentoring the team to hit CSAT and KPI targets. Partner with Sales, Product, Support, Marketing and RevOps to strengthen post-sales revenue execution and translate customer feedback and market insights into continuous improvements and product advocacy.

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FursaFursa
Globalization Partners
Globalization Partners
4 days ago

Sr. Manager, Customer Success

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Last checked: 5 hours agoStatus: Live

Job Summary

Lead and grow a regional APAC team of Customer Success Managers to drive renewals, retention, adoption, upsell and cross-sell across strategic enterprise accounts. Own customer health, executive relationships, escalations, and executive business reviews while mentoring the team to hit CSAT and KPI targets. Partner with Sales, Product, Support, Marketing and RevOps to strengthen post-sales revenue execution and translate customer feedback and market insights into continuous improvements and product advocacy.
Location: Australia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead and support a regional team of Customer Success Managers across post-sales customer engagement, including executive relationships, account planning and escalations
  • •Improve customer journey outcomes by identifying opportunities to simplify processes, increase time-to-value, and drive adoption
  • •Coach and develop CSMs to meet CSAT, retention, adoption and KPI targets while monitoring customer health and risks
  • •Drive post-sales commercial performance including renewals, price increases, upsells and cross-sell motions, and lead win-back plans for at-risk or lost accounts
  • •Serve as the voice of the customer by translating feedback and APAC insights into recommendations and partnering with teams on product adoption and service improvements

Pay and Benefits

Perks:Health InsuranceDentalVisionPaid ParentalSabbaticalFlexible Time

Key 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 CRM and Salesforce processes
  • •Proficiency in MS Office Suite (Word, Excel, PowerPoint)
  • •Proven leadership driving renewals, retention, expansion, adoption, and strategic account growth in SaaS/subscription environments
Experience:6+ yearsSaaSSubscription
Skills:Executive stakeholder managementCommercial judgmentAnalytical capabilityForecasting disciplineLead through ambiguity
Tech Stack:SalesforceCRMMS OfficeWordExcelPowerPoint

Company Brief

Globalization Partners
Provides global Employer of Record (EOR) and international hiring services that enable companies to hire, onboard, and manage employees in 180+ countries without local entities, simplifying global expansion and compliance.
Industry: HR Tech
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Boston, United States
Founded: 2012
WebsiteLinkedIn