{"id":2101628,"url":"https://alion.io/job/hspgroup-com-customer-success-manager-csm","title":"Customer Success Manager (CSM)","company":{"id":678734,"name":"HSP Group","domain":"hspgroup.com","url":"https://alion.io/company/hspgroup","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":91000,"max_usd":166000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":383},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-08T18:27:32Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-25T18:57:38Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"About Us\nHSP 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. \nWith scale-up organizations and innovative technology firms expanding at unprecedented speed, HSP is uniquely positioned to become their trusted global partner. \nJob Description\nThis is a remote role.\nAs 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.\nThe role has two core areas of focus:\nRevenue 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.\nRetention 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.\nYou 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.\nYou will also play a key role in supporting customers through their migration to HSP's new GateWay platform and driving adoption once they have moved across.\nThe role requires excellent communication skills, confident stakeholder management with both internal teams and customers, and a commercially focused approach to problem-solving.\nWe 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.\nResponsibilities:\nAccount Ownership and Customer Relationship\nTake ownership of customer accounts after handover from Sales and manage the full customer lifecycle, from onboarding and implementation through to renewal and expansion.\nAct 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.\nBuild strong, long-term relationships with key stakeholders that support retention and account growth.\nDevelop 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.\nAccount Planning and Expansion Revenue\nCreate, maintain and regularly update strategic Account Plans that set out customer objectives, stakeholder maps, risks and growth opportunities.\nIdentify and assess white-space opportunities within each account, including new countries, service lines and business units.\nBuild and manage a qualified pipeline of upsell and cross-sell opportunities, and convert it into revenue to deliver against an assigned expansion quota.\nConsistently demonstrate the value of HSP's services and technology to support adoption, renewal and growth.\nRetention and Churn Prevention\nMonitor account health and customer satisfaction, identify risks early and take proactive action to prevent churn.\nReview 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.\nFollow up on outstanding customer payments together with Finance so that accounts remain in good standing.\nBusiness Reviews and Reporting\nPlan and lead Half-Year Business Reviews (HBRs) and regular service review meetings with customers, including preparing agendas, performance reporting and strategic recommendations.\nUse these reviews to show the progress and impact of the partnership with HSP, agree priorities and align on future expansion plans.\nGateWayPlatform Migration and Adoption\nSupport customers through their migration to HSP's new GateWay platform, working with Product, Technology, Program Management and Operations teams to make the transition smooth and well-coordinated.\nAct as the customer's main point of contact throughout the migration, communicating timelines, managing expectations and resolving any issues that come up.\nDrive adoption of GateWay after migration through onboarding sessions, training and ongoing enablement, so that customers get full value from the platform's capabilities.\nGather customer feedback during and after migration and pass it to Product teams to support continuous improvement of the platform.\nVoice of the Customer and Enablement\nShare customer insights and feedback with Product, Operations and Delivery teams to shape service and technology improvements, and take part in user research and usability studies as required.\nContribute to training materials and educational content, including product tutorials, so that customers get full value from HSP's services and technology.\nCRM and Administration\nKeep Salesforce records accurate and up to date, including customer interactions, account health, pipeline and activity.\nSupport the wider Customer Success team with additional responsibilities as required, showing flexibility and adaptability in a growing function.\nQualifications:\nA minimum of 5 years' experience in Customer Success, ideally in international expansion services or a related field.\nProven track record of meeting or exceeding expansion or upsell targets in a quota-carrying role.\nA solid understanding of the international expansion industry, including EOR, entity management, payroll and statutory compliance.\nTechnical aptitude as it relates to the use of our products and services.\nExperience with Salesforce or a similar CRM.\nExperience promoting brand image and value through the customer experience.\nExceptional written and verbal English communication skills; additional language fluency is a bonus.\nStrong accountability and personal organization, with the discipline to work effectively in a remote environment.\nSkills and Competences:\nRelationship building. Exceptional ability to communicate and foster positive, trusted business relationships.\nAccountability.Takes ownership of customer outcomes and follows through on commitments.\nOrganization. Strong project management, with the ability to proactively follow up and deliver results across multiple accounts.\nSolution orientation. A focus on identifying and addressing the root cause of issues.\nCommercial awareness. Spots opportunities to add value and grow customer accounts.\nEffective communication. Confident communicating with senior personnel, both internal and external, and explaining product concepts clearly.\nCoaching mindset. Enjoys sharing knowledge and helping colleagues develop.\nAdaptability. Flexible and able to thrive in an evolving environment.\nAssertiveness. Assertive yet tactful, able to manage multiple business relationships effectively and deliver difficult messages.\nIf you would like to be part of a fast-paced, client first environment; where we focus on solutions rather than challenges, come and join our #HSPGlobalSolutionTeam!","description_format":"text","description_chars":7656,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Employer of Record & PEO","Payroll Services"],"lifecycle":[{"event":"open","at":"2026-10-08T18:45:16Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":16,"expected_fill_days":89,"reasons":["conf:2","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/hspgroup-com-customer-success-manager-csm","json_url":"https://alion.io/job/hspgroup-com-customer-success-manager-csm.json","meta":{"generated_at":"2026-10-25T19:15:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27414,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678734},"rest":"https://alion.io/mcp/rest/get_company?id=678734"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhspgroup-com-customer-success-manager-csm"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhspgroup-com-customer-success-manager-csm"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhspgroup-com-customer-success-manager-csm"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hspgroup-com-customer-success-manager-csm\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhspgroup-com-customer-success-manager-csm"}]}