Senior Customer Success Manager

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

📋 Description

• Create customized onboarding and training plans for new enterprise clients in the APAC region to ensure they effectively learn, adopt, and achieve success with the Traackr product. This includes tailored coaching and use case analysis.

• Identify key success metrics for clients’ influencer programs to provide both quantitative and qualitative measures of progress.

• Utilize insights into existing program gaps to enhance and promote the Traackr product alongside strategic program objectives.

• Oversee and respond to client adoption and usage trends in the APAC area.

• Collaborate with Client Partners and other Customer Success Managers to implement strategic account management initiatives, identifying and addressing signals of at-risk accounts and opportunities for account expansion.

⛳️ Requirements

• Over 7 years of experience as a customer success manager working with global enterprise clients.

• Familiarity with SaaS technology, ideally within marketing or communication ecosystems, either directly or by supporting a marketing product or technology.

• Background in beauty or influencer marketing.

• Proven public speaking and presentation capabilities.

• Must have experience leading dynamic workshops that include content delivery and engaging activities for both small and large audiences.

• Exceptional written and verbal communication skills, both internally and externally, across diverse geographies.

• Ability to engage with clients at all organizational levels.

• A collaborative and team-oriented approach. You will be a dedicated team player who understands the importance of individual contributions while supporting your colleagues.

• Experience working in a consultative role with clients; comfortable facilitating workshops, delivering presentations, and engaging in high-level discussions about objectives, work programs, and outcomes.

• Bachelor's degree or higher.

• Fluent in English, and proficiency in another APAC language is an advantage.

🏝️ Benefits

• Competitive Salary

• Remote Work Options with Hybrid Flexibility and Home Office Set-Up Stipend

• Coworking Office Subscription for Collaborative Spaces

• Health, Dental, and Life Insurance Coverage*

• Open Vacation Policy and Flexible Holiday Schedule to Suit Your Needs

• Paid Parental Leave to Support Quality Time with Your Loved Ones

• Career Development, including Internal and External Training Opportunities