Director, Customer Success Managers

The role

You will lead, scale, and inspire a global organization of managers and Customer Success Managers. You will own gross retention and Net Retention Rate across all named G-P accounts and accounts valued above $75K.

What you will do

• Lead, hire, and coach Managers of Customer Success across the Americas, EMEA, and APAC
• Set and manage global coverage models by account tier
• Own the annual re-tiering of books and standardize tier-specific CSM playbooks
• Oversee the renewals process across the portfolio
• Transition legacy evergreen agreements to standard contractual terms
• Lead weekly and monthly risk and churn review cadence with Revenue leadership
• Maintain real-time health signals and active remediation plans for at-risk accounts
• Establish and maintain rules of engagement with Account Management
• Track and report retention, NRR, and portfolio risk metrics

Required qualifications

• 10+ years of experience in Customer Success or Account Management within B2B SaaS or global services
• 5+ years of experience leading and managing people managers
• Proven track record of protecting and expanding a large customer book, driving measurable gains in gross retention and NRR
• Demonstrated experience leading distributed teams across multiple regions and time zones
• Hands-on experience designing and implementing tiered coverage models, playbooks, and scalable CS operational frameworks
• Strong executive presence with both enterprise customers and executive leadership
• Fluency with Salesforce and customer health data platforms/telemetry

Nice to have

• Prior experience in the Employer of Record (EOR), HR tech, payroll, or global expansion industries

Benefits

• generous paid parental leave
• flexible time off
• spending accounts
• medical insurance
• dental insurance
• vision insurance
• sabbatical after 5 years

About the company

G-P's leading SaaS-based Global Employment Platform™ enables clients to expand into over 180 countries quickly and efficiently. The company features diverse, remote-first teams.