Onboard all new customers into the APAC region
Deliver a best in class experience to our larger clients by building relationships and demonstrating impact through multiple touch points
Provide CS at scale to our Mid-Market customer utilising technology and triggers
Manage multiple touch points, including digital meetings, to keep clients engaged and informed
Advise clients on loyalty strategy and optimisation opportunities to get the most out of their program
Discuss return on investment and the impact driven by our program
Encourage clients to adopt new features and participate in product beta testing
Actively gather feedback from clients and share across the organisation to improve our product and service
Continuously improve our client offering by actively spotting opportunities to improve our current processes
Work closely with Marketing to drive advocacy in the form of testimonials, case studies, reviews and customer events
Partner with our Support team to ensure client queries as responded to and rectified quickly
Partner with our Account Management team to deliver on renewals and upsells throughout the customer journey
Confidently forecast NRR performance, fully mitigate any ‘at risk’ clients and support upsells
Engage with our Engineering, Marketing, and Sales teams to ensure a smooth customer journey and experience

3 years + experience in a similar Customer Success or Account Management role
Excellent written and spoken English
C1 proficiency
Experience working with a non-APAC headquartered company, in a role which required you to onboard and work remotely, ideally as one of the first employees for the company in the APAC market
Proven experience working with a book of business of a company's largest clients, or owning clients for a full geographical area
Confident in discussing ROI and the impact software can have on a client’s organisation
Fantastic written and verbal communication skills ranging from business users of our software to c-suite executives of client organisations
People person with a natural collaborative mindset, great at building strong working relationships across teams and managing different stakeholders
Highly organised and can manage multiple projects confidently
Excellent attention to detail
Inquisitive, curious and enjoy looking for ways to improve processes

Senior Customer Success Manager – APAC

Key skills