Customer Success Manager – APAC

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

📋 Description

• Facilitate a smooth onboarding experience for new customers.

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

• Establish and nurture strong relationships with key stakeholders as the main point of contact.

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

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

• Motivate customers by sharing industry best practices and promoting adoption and value realization.

• Champion business transformation, enhance workflow efficiency, and promote the adoption of digital-first processes.

• Ensure that software adoption and expansion align with customer business outcomes and assess the delivery of those outcomes.

• Monitor engagement and usage metrics, addressing any barriers to adoption.

• Assist customers in incorporating Browzwear solutions into their core business operations through change management and digital transformation enablement.

• Collaborate with Sales and Account Management teams to secure contract renewals and identify upsell opportunities.

• Present ROI analyses that showcase the platform’s impact on customer business results.

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

• Advocate for customer requirements within product roadmap priorities.

• Address customer issues and coordinate cross-functional resources to resolve complex challenges.

• Monitor key performance indicators such as customer retention, net revenue retention, time to value, product adoption, satisfaction, NPS, and expansion revenue.

⛳️ Requirements

• A Bachelor's degree in Business, Fashion Design, Engineering, or a related discipline; a Master's degree is preferred.

• Over 5 years of experience in Customer Success, Account Management, or a similar role within SaaS or engagement management at a top-tier consulting firm.

• Proven track record in driving customer retention by proactively managing account health, adoption, and satisfaction to facilitate successful renewals and expansions.

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

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

• Strong interpersonal, communication, and negotiation abilities.

• An analytical mindset with the skill to interpret data and drive actionable outcomes.

• Proficient in utilizing CRM tools, analytics platforms, and Browzwear’s product suite (preferred).

• Comfortable working within global, cross-functional teams in a dynamic environment.

• Fluency in both spoken and written English is essential; additional language skills are a plus.

🏝️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.