Director, Customer Success Managers - G-P

About Us

Our leading SaaS-based Global Employment Platform™ enables clients to expand into over 180 countries quickly and efficiently. At G-P, we’re dedicated to breaking down barriers to global business and creating opportunities for everyone, everywhere. Our diverse, remote-first teams are essential to our success, and we empower our members with the flexibility and resources to thrive.

About The Position

As the Director, Customer Success Managers, you own gross retention and Net Retention Rate (NRR) across all named G-P accounts and every account valued above $75K. You will lead, scale, and inspire a global organization of managers and Customer Success Managers (CSMs) who protect the customer base, manage renewals, and drive natural expansion through tiered playbooks and disciplined risk management.

Reporting to the VP, Global Customer Success, you will partner cross-functionally with leadership in Account Management, Implementation, Operations, Finance, and Product to deliver predictable retention and operational excellence.

What You Will Do

• Global Team Leadership: Hire, coach, and lead Managers of Customer Success across the Americas, EMEA, and APAC.
• Tiered Coverage & Playbooks: Define and manage global coverage models by account tier and standardize tier-specific CSM playbooks.
• Renewals & Contract Modernization: Oversee the renewals process and transition legacy agreements to standard contractual terms.
• Risk & Churn Management: Lead weekly/monthly risk and churn reviews with Revenue leadership, maintaining real-time health signals and remediation plans.
• Account Management Collaboration: Establish rules of engagement to ensure CSMs own renewals and natural expansion while collaborating effectively with sales teams.
• Executive Reporting: Track and report retention, NRR, and portfolio risk metrics to executive leadership.

What We Are Looking For

Minimum Requirements

• 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.
• Experience leading distributed teams across multiple regions and time zones.
• Hands-on experience designing and implementing tiered coverage models and scalable CS operational frameworks.
• Strong executive presence and fluency with Salesforce and customer health data platforms.

Preferred Qualifications

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