Customer Success Manager

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

📋 Description

• Cultivate and uphold robust relationships with key customer stakeholders throughout the APAC region, formulating strategic plans that align with their business goals to foster mutual success and growth.

• Collaborate closely with newly appointed on-site Sales and Partner teams to facilitate smooth customer transitions and enhance regional ecosystem development.

• Remain informed about all product updates and features, offering regional customers insights on leveraging our solutions to fulfill their specific local regulatory and business requirements.

• Conduct "one-to-many" sessions, such as webinars and community content, to empower a diverse user base to maximize the benefits of Optro.

• Identify and capitalize on opportunities for account growth through upselling or cross-selling, while devising strategies to reduce churn and cultivate long-term loyalty.

• Collect APAC-specific customer feedback and insights, advocating for these needs within the global organization to drive enhancements in our products.

• Proactively recognize and address customer challenges, working collaboratively with internal teams to ensure prompt and effective problem resolution across different time zones.

⛳️ Requirements

• At least 3 years of experience in Customer Success or Account Management within a B2B SaaS environment.

• Demonstrated experience in audit, risk management, compliance (GRC), or management consulting is highly desirable.

• Professional proficiency in Japanese and English is preferred to support a diverse regional client base.

• You recognize the significance of establishing deep, long-lasting trust and exhibiting meticulous attention to detail while thriving in the dynamic, multicultural business landscape of the region & Optro.

• As the sole Customer Success Manager in the region, you must function as an independent worker, capable of proactively managing tasks with minimal supervision while effectively navigating ambiguity.

• Ability to engage with C-level executives to steer program strategy and showcase ROI.

• Familiarity with Customer Success tools such as Gainsight, Salesforce, or similar platforms.

• Practical experience with GRC platforms is preferred.

• Outstanding relationship-building and problem-solving abilities, with the skill to engage and influence stakeholders across all organizational levels.

🏝️ Benefits

• Monthly work from home allowance - varies by location

• Benefits vary by location but include statutory coverage

• Competitive compensation & bonus program

• Annual leave and holidays

• Employee resource groups

• Opportunities for team and company-wide get-togethers!