Customer Success Manager (Enterprise Plan)
Location: APAC Region
Job Type: Full-Time
Reports to: Manager of Customer Success (EMEA)
Are you passionate about building strong customer relationships and driving product adoption for enterprise clients? Do you thrive in a fast‑paced, highly technical SaaS environment and love solving customer challenges? If you enjoy taking ownership of customer outcomes and have a knack for aligning business goals with customer needs, this is the perfect role for you.
Key Responsibilities
- Manage the onboarding process for recent enterprise customers, ensuring a smooth transition to our platform.
- Develop customer success plans aligned with each customer’s business goals to drive product adoption.
- Regularly engage with strategic customers through meetings, QBRs, and check‑ins to monitor their success and satisfaction.
- Build and nurture trusted, long‑term relationships with key stakeholders and decision‑makers.
Customer Advocacy and Issue Resolution
- Act as the internal customer advocate, ensuring customer needs and expectations are addressed by cross‑functional teams.
- Manage escalations proactively and work closely with Support, Product, and Engineering teams to resolve issues quickly and effectively.
Identify Growth and Expansion Opportunities
- Partner with Sales to identify upsell and expansion opportunities within your customer portfolio.
- Ensure customers understand the full potential of our platform and encourage cross‑product adoption.
Proactively Manage Customer Health and Retention
- Monitor key customer health indicators and mitigate churn risks by addressing challenges early.
- Develop strategies to maximize customer satisfaction, retention, and loyalty.
Other Responsibilities
- Partner Engagement: Collaborate with APAC channel partners to align on customer success strategies and support Enterprise Plan customers.
- Digital Success Activities: Manage NPS detractor/passive follow‑up and other digital outreach campaigns to drive customer health across the APAC region.
- Customer Programs: Support customer‑facing initiatives such as regional webinars, open office hours, and adoption workshops.
- Cross‑functional Support: Contribute to global CS initiatives, including knowledge base content development, success play refinement, and feedback loops with Product/Marketing to elevate the APAC customer experience.
Qualifications
- 3‑5 years of experience in a customer‑facing role, preferably in Customer Success, Account Management, or Consulting.
- Proven ability to onboard, drive adoption, and retain enterprise‑level customers in a SaaS environment.
- Strong communication and interpersonal skills, with the ability to engage with executive‑level stakeholders.
- Technical aptitude to understand and explain complex SaaS solutions.
- Self‑starter with excellent time management skills and the ability to work autonomously.
- Experience with CRM systems and/or Customer Success platforms (Gainsight preferred).
Preferred Skills
- IT and SaaS experience with a background in onboarding cloud products.
- Familiarity with Jira, Confluence, and Office 365.
- Knowledge of networks, protocols, and technical infrastructure is a plus.
- Commercial mindset with a strong focus on customer outcomes.
- Bilingual Mandarin and English (a plus).
What We Offer
- A fast‑paced, high‑growth environment where you can make a real impact.
- Opportunities for career advancement and continuous learning.
- A collaborative, customer‑first culture that values innovation and teamwork.
- Competitive salary, performance‑based bonus, and comprehensive benefits.
If you’re ready to take ownership, inspire your team, and help our customers succeed, we want to hear from you! Apply today and join us in building an exceptional customer experience for our enterprise clients.
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