Customer Success Manager – APAC
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Job Description
Customer Success Manager responsible for enterprise customer relationships across APAC. Driving adoption, retention, and long-term value while collaborating with cross-functional teams.
Responsibilities:
- Proactively manages a portfolio of enterprise accounts and be accountable for engagement and satisfaction through the customer journey from closed through to renewal.
- Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns.
- Develops and maintains strategic Success Plans that align to value milestones and customer-defined business outcomes.
- Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption.
- Monitors product usage to reinforce the value of the customer solution, identify areas to improve customer experience, and proactively address adoption challenges.
- Conducts and facilitates Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and opportunities for growth.
- Delivers an outstanding customer experience and identify cross-sell and upsell of services and products.
- Supports collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.
- Acts as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams to resolve issues and escalate feedback.
Requirements:
- Minimum of 3-5 years of experience in customer success, technical account management, or similar role responsible for driving customer success and product/service adoption in SaaS organisation
- Experience in platform management, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
- Familiarity with supply chain processes and SaaS platforms.
- Ability to analyze usage data and present recommendations.
- Experience in identifying, translating, and prioritizing customer issues and needs into business or solution requirements.
- Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans.
Benefits:
- Attractive compensation with participation in company success
- Extensive opportunities for remote work and home office arrangements along with flexible working time models
- Numerous training and development opportunities, including programs offered by our ACADEMY
- Fun, casual, and flexible work environment
- Contribute to a solution recognized in the Gartner® Magic Quadrant™, delivering innovation and measurable value to global customers.
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