Customer Success Manager – APAC

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

📋 Description

• Facilitate a smooth onboarding experience for new customers.

• Organize training sessions to inform customers about software capabilities and best practices.

• Cultivate and sustain robust relationships with key stakeholders as the primary liaison.

• Create and implement customer success strategies customized to align with each client’s business objectives.

• Analyze account health, usage statistics, and feedback to uncover opportunities for growth and optimization.

• Promote adoption and realization of value through industry best practices and knowledge sharing.

• Lead business transformation, optimize workflows, and encourage the adoption of digital-first processes.

• Link software adoption and expansion to customer business results and assess the achievement of those results.

• Track customer usage and engagement metrics.

• Tackle adoption barriers through focused interventions.

• Facilitate change management and enable digital transformation.

• Work in collaboration with Sales and Account Management to ensure renewals and pinpoint upsell opportunities.

• Present value-driven ROI cases that illustrate the platform’s impact on business.

• Relay customer insights to Product, Engineering, and Customer Success teams.

• Advocate for customer priorities in the product roadmap.

• Resolve customer challenges and coordinate resources across functions for complex issues.

• Monitor KPIs such as retention, net revenue retention, time to value, adoption, satisfaction, NPS, and expansion revenue.

⛳️ Requirements

• A Bachelor’s degree in Business, Fashion Design, Engineering, or a related discipline.

• Over 5 years of experience in Customer Success, Account Management, or a similar position within SaaS or engagement management at a prestigious consulting firm.

• Proven track record of enhancing customer retention by actively managing account health, adoption, and satisfaction to facilitate successful renewals and expansions.

• Capability to convert technology into business value and ROI-focused narratives.

• Experience in the fashion or apparel sector is highly advantageous.

• Strong interpersonal, communication, and negotiation abilities.

• Analytical mindset with the skill to interpret data and initiate action.

• Proficient in utilizing CRM tools and analytics platforms.

• Comfortable collaborating with global, cross-functional teams in a dynamic environment.

• Proficiency in both spoken and written English is essential; additional languages are a plus.

🏝️ Benefits

• Flexible remote work arrangement.

• Full-time employment.