Take proactive ownership and oversee the success of a designated portfolio of strategic ELSA customers.
Collaborate closely with the Sales team to devise tailored account strategies for individual customers, aimed at achieving retention and upselling objectives.
Craft personalized success plans for each assigned client aimed at fostering ELSA product adoption, expansion, and loyalty within the portfolio.
Lead the onboarding and implementation process for new clients, establishing expertise in ELSA products.
Forge and sustain trusted advisor relationships at the executive level, providing consultancy on clients' internal learning and development strategies.
Engage with internal stakeholders, including renewals managers for retention, sales for upselling, and marketing for customer events, to drive collaborative success.
Collaborate with the global team in developing internal and customer-facing processes, initiatives, and materials to enhance the effectiveness and efficiency of the Customer Success department.

Fluency in English, and preferably proficiency in another language (Chinese or Korean or Thai is a plus).
Display a passion for teamwork and a dedication to contributing to the development of a top-tier, enterprise-level global customer experience.
Possess over five years of experience in B2B customer success, account management, consulting, or sales, with a preference for SaaS exposure.
Demonstrate a strong inclination towards continuous learning and possess a curious, lifelong learning mindset.
Interest in growing a market and developing personnel
you will work closely with Sales to land and manage accounts, and will help develop and mentor additional personnel that we hire.
Have prior experience collaborating with intricate organizational structures and large enterprises.
Be capable of cultivating and maintaining trustworthy relationships with key decision-makers.
Understand how to team with Sales to drive retention and upsells.
Exhibit exceptional verbal and written communication abilities.
Demonstrate adeptness in project management and time management.

Flexible work setup: Remote-first for Singapore, India, Indonesia, Malaysia; hybrid model for Vietnam.
Comprehensive employee well-being benefits.
Free ELSA Premium courses to polish your language skills.
Collaborative, international team culture.
Opportunity to contribute to a fast-growing, well-funded Silicon Valley startup with global impact.

SMB Customer Success Manager

Key skills