Account Manager – APAC

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Engage with our self-service customer base in the APAC region to uncover challenges, document workflows, and understand reasons for customer retention or attrition.

• Collaborate with Sales Operations and the Department Head to pinpoint "at-risk" behaviors (such as declines in seat utilization) and develop proactive outreach scripts for testing.

• Create a monthly regional video highlight or webinar that showcases recent feature releases and monitor adoption metrics.

• For each self-service cancellation in your area, conduct a "churn autopsy" to determine the underlying cause (product gap, pricing, competition) and relay insights back to Sales Operations.

• Stabilize a portfolio of high-potential legacy accounts that currently do not have a dedicated point of contact.

• Identify and pursue expansion opportunities (additional seats, higher tiers) within assigned key accounts.

• Conduct monthly check-ins to ensure customers are realizing ROI from new feature updates.

• Work with Sales Operations and the Department Head to enhance CRM workflows and improve data accuracy.

• Act as a liaison between customers and our Product/Support teams — converting regional pain points into actionable insights.

• Propose one new initiative (such as a regional referral program or a new onboarding sequence) to the Department Head every four weeks.

• Execute at least one "Engagement Experiment" each month — defining a hypothesis, establishing clear success criteria, and documenting the outcome.

⛳️ Requirements

• A minimum of 3 years' experience in B2B SaaS Account Management, Customer Success, or a related customer-facing role.

• Demonstrated success in actively managing and growing a portfolio of 50–100 accounts.

• Proven ability to identify and resolve broken processes proactively.

• In-depth understanding of business culture and communication nuances within the APAC region.

• Exceptional communication skills in English.

• Professional working proficiency in any South-East Asian languages is a bonus!

• Strategic communicator capable of translating complex product features into clear, value-driven education for customers.

• Comfortable navigating ambiguity; thrives in "Day 0" environments without a predefined playbook.

• Data-informed — able to analyze customer behavior, recognize patterns, and support decisions with data.

• Team-oriented — collaborates closely with Sales Operations, Support, and Product to ensure a seamless customer experience.

• Willing to work within regional coverage hours.

🏝️ Benefits

• Competitive compensation package.

• Flexible working environment and hours that promote sustainable performance.

• Significant opportunities for growth, ownership, and influence as the function evolves.

• A fast-paced, intellectually stimulating environment that values proactive thinking and experimentation.

• Direct interaction with senior leadership and the opportunity to shape the Account Management function from Day 0.