Customer Success - APAC

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Requirements:

• 3-7 years of previous experience in Customer Success in a fast paced, SaaS organisation.
• A strong builder and customer excellence mindset.
• Commercial experience - you will own renewals and expansion for your book of business
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers at all levels of an organization.
• Excellent problem-solving and analytical skills to address customer needs and concerns.
• A hybrid of customer & product-driven mentality that prioritises client satisfaction & scale.
• Fluency in Mandarin and English - Must possess professional-level fluency in Mandarin, with the ability to confidently communicate and engage with customers, negotiate contracts, and articulate complex ideas both verbally and in writing. Experience in a bilingual work environment is highly preferred.

Responsibilities:

• Be part of an early CS team with endless opportunities for impact . You’ll partner with the CS team to help develop a scalable CS playbook and framework that supports our customers in the APAC region
• Build and maintain strong relationships with a book of commercial and enterprise clients in the APAC region - you’ll specifically be managing customers across East Asia, Southeast Asia and Oceania
• Play a key role in onboarding new clients and driving long term adoption of multiple products
• Monitor customer usage and adoption of our products to identify areas for improvement or revenue expansion.
• Own expansion and renewal of accounts within your book of business
• Measure and improve customer satisfaction & experience.
• Own your customer success KPIs (NRR/GRR) and track against the company goals.