Customer Success Manager; CSM

HSP Group is the premier provider of global expansion services, helping companies simplify the complex challenges of operating internationally. We deliver a seamless experience across

HSP Group is the premier provider of global expansion services, helping companies simplify the complex challenges of operating internationally. We deliver a seamless experience across legal entity setup, global HR, payroll, compliance, tax, and advisory, enabling our clients to scale faster, stay compliant, and reduce risk in every market they enter. With scale-up organizations and innovative technology firms expanding at unprecedented speed, HSP is uniquely positioned to become their trusted global partner.

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 make sure 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 Gate Way 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.

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.

Use these reviews to show the progress and impact of the…