Senior Customer Success Manager – APAC

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

📋 Description

• Onboard all new clients within the APAC region.

• Provide an exceptional experience for our larger clients by establishing relationships and demonstrating impact through various touchpoints.

• Offer customer success at scale to our Mid-Market clients using technology and triggers.

• Manage multiple engagement points, including digital meetings, to keep clients informed and engaged.

• Guide clients on loyalty strategies and optimization opportunities to maximize their program's potential.

• Discuss return on investment and the impact generated by our program.

• Encourage clients to embrace new features and take part in product beta testing.

• Proactively collect feedback from clients and disseminate it throughout the organization to enhance our product and service.

• Continuously enhance our client offerings by identifying opportunities to refine our current processes.

• Collaborate closely with Marketing to promote advocacy through testimonials, case studies, reviews, and customer events.

• Work in partnership with our Support team to ensure client inquiries are addressed and resolved promptly.

• Collaborate with our Account Management team to facilitate renewals and upsells throughout the customer journey.

• Confidently project NRR performance, fully address any ‘at risk’ clients, and support upselling efforts.

• Engage with our Engineering, Marketing, and Sales teams to ensure a seamless customer journey and experience.

⛳️ Requirements

• Over 3 years of experience in a similar Customer Success or Account Management role.

• Exceptional written and spoken English - C1 proficiency.

• Experience with a non-APAC headquartered company in a role that necessitated onboarding and remote work, ideally as one of the first employees in the APAC market.

• Demonstrated experience managing a portfolio of the company's largest clients or overseeing clients for a complete geographical area.

• Comfortable discussing ROI and the impact that software can have on a client’s organization.

• Excellent written and verbal communication skills, capable of engaging with business users of our software to C-suite executives of client organizations.

• A people-oriented individual with a natural collaborative mindset, skilled at building strong working relationships across teams and managing diverse stakeholders.

• Highly organized with the ability to manage multiple projects efficiently.

• Strong attention to detail.

• Inquisitive and curious, with a passion for finding ways to enhance processes.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for professional development.