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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success management, focusing on account growth, retention, and international expansion. Proficient in utilizing Salesforce for account tracking and fostering strong relationships with stakeholders to drive service adoption and satisfaction.
Highest-signal resume keywords
Customer Success ManagementSalesforce ExperienceInternational Expansion Industry KnowledgeProject Management SkillsAccount Growth Strategies
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementUpsell and Cross-Sell StrategiesCustomer OnboardingTechnical AptitudePerformance Reporting
Soft Skills
Exceptional Communication SkillsStrong AccountabilityPersonal OrganizationRelationship BuildingProblem-Solving
Tools & Technologies
SalesforceHSP GateWay Platform
Industry Keywords
International Expansion ServicesEOREntity ManagementPayroll ComplianceStatutory Compliance
About the role
Key responsibilities & impact- Own customer accounts after handover from Sales and manage the full lifecycle from onboarding and implementation through renewal and expansion.
- Act as the primary point of contact and trusted advisor, coordinating support across HSP.
- Build long-term relationships with key stakeholders to support retention and account growth.
- Understand customers’ industries, business activities and international expansion plans to anticipate needs and recommend appropriate HSP services and technology.
- Create and maintain strategic Account Plans covering objectives, stakeholder maps, risks and growth opportunities.
- Identify white-space opportunities across countries, service lines and business units.
- Build and manage upsell and cross-sell pipelines and deliver against an assigned expansion quota.
- Demonstrate the value of HSP’s services and technology to support adoption, renewal and growth.
- Monitor account health and customer satisfaction, identify risks and prevent churn.
- Manage customer requests, complaints, concerns and escalations through resolution with internal teams.
- Follow up on outstanding customer payments with Finance.
- Plan and lead Half-Year Business Reviews and regular service review meetings, including agendas, performance reporting and strategic recommendations.
- Support customer migration to HSP’s GateWay platform with Product, Technology, Program Management and Operations teams.
- Manage migration communications, timelines, expectations and issues.
- Drive GateWay adoption through onboarding, training and ongoing enablement.
- Gather migration feedback for Product teams and share customer insights with Product, Operations and Delivery.
- Contribute to training materials, educational content and product tutorials.
- Maintain accurate Salesforce records for interactions, account health, pipeline and activity.
- Support the wider Customer Success team with additional responsibilities as required.
Requirements
What you’ll need- 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.
- Exceptional ability to communicate and foster positive, trusted business relationships.
- Strong project management skills, with the ability to proactively follow up and deliver results across multiple accounts.
- Ability to identify and address the root cause of issues.
- Ability to spot opportunities to add value and grow customer accounts.
- Confidence communicating with senior personnel and explaining product concepts clearly.
- Ability to manage multiple business relationships effectively and deliver difficult messages.
Benefits
Comp & perks- Remote work arrangement
- Opportunity to support organizations through international expansion
- Opportunity to help shape the processes and direction of a growing Customer Success function
- Participation in user research and usability studies as required
- Coaching and knowledge-sharing opportunities