Senior Digital Customer Success Manager

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

📋 Description

• Take responsibility for the overall success of digital customers within your designated region, ensuring they derive maximum value from the Segment platform.

• Meet adoption, retention, and expansion objectives through inventive many:1 initiatives, workshops, webinars, and strategic engagements with key clients.

• Create and enhance frameworks for assessing customer health, feedback, and program efficacy, utilizing insights to guide strategy and improve the scaled customer journey.

• Collaborate with the Global Marketing team to develop and execute scalable initiatives that cater to customer needs across various industries and personas.

• Serve as a trusted advisor with extensive product and ecosystem knowledge, proactively guiding customers on best practices and pinpointing underutilized features and opportunities for value realization.

• Spearhead cross-functional projects with Sales, Renewals, Solutions Architects, Success Engineers, Product, Marketing, and Support to drive customer outcomes and business success.

• Mentor and assist other Digital CSMs by sharing best practices, reviewing program implementation, and contributing to the professional growth of the team.

• Take charge of strategic priorities, balancing customer-first decisions with business goals, and influencing global team strategy.

• Assist in ‘boosting’ customers in your digital portfolio to enhance usage and receive managed CSM services.

• Detect trends and patterns in customer behavior to proactively mitigate risks, highlight opportunities, and guide the development of scaled programs.

• Provide thought leadership on data maturity, customer success at scale, and industry best practices through content creation, training, and knowledge sharing.

⛳️ Requirements

• Availability to work in the APJ time zone.

• 7+ years of proven experience in Customer Success, Scaled Success, or related fields, with a successful history of driving adoption and retention at scale.

• Comprehensive understanding of SaaS, data platforms, and best practices in the customer lifecycle.

• Strong skills in cross-functional collaboration, with the ability to lead without formal authority and influence global strategies.

• Proven capability to analyze customer data, identify trends, and convert insights into actionable strategies.

• Experience mentoring colleagues or leading projects that enhanced team performance or improved customer outcomes.

• Exceptional communication skills, with the ability to engage both technical and business stakeholders effectively.

• A customer-centric mindset, combined with the ability to balance immediate problem-solving with long-term strategic planning.

• Experience managing customers across different regions.

• Familiarity with customer data platforms and marketing/data technologies. (Desired)

• Knowledge of the suite of tools within Twilio's ecosystem is a plus. (Desired)

• Enthusiastic about enhancing and transforming the customer experience at scale. (Desired)

• Technical and programming language skills are a plus, but not mandatory. (Desired)

• Proficiency in Chinese is an added advantage. (Desired)

🏝️ Benefits

• Competitive salary.

• Generous time off policy.

• Extensive parental and wellness leave.

• Comprehensive healthcare coverage.

• Retirement savings program.

• And much more. Offerings vary by location.