Customer Success Manager

Passion for tech and experience with SaaS products and APIs Strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming Founded experience working in Customer Success Experience working with diverse stakeholders both internally and externally Marketing, Developers, Sales, and Executives Exceptional communication skills in spoken and written English Empathetic, positive attitude with a desire to help our customers reach their goals Flexible approach and an ability to operate effectively with uncertainty and change Ability to manage a book of 20+ accounts comfortably

Be the main point of contact and trusted advisor for a portfolio of clients across Southeast Asia and the Middle East Ensure the successful onboarding of new clients Partner with Account Executives to take responsibility for client renewals, retention, and net retention targets Drive feature adoption by building a shared Success Plan with customers Foster customer advocacy by building strong relationships Proactively analyze customer product usage to identify opportunities and risks Maintain regular contact with customers through communications, check-ins, events, and Executive Business Reviews Advocate for customers by gathering and translating their product feedback Provide ongoing education to help customers maximize product usage Serve as the primary contact for product training inquiries and non-technical support Own the customer journey from initial onboarding through to post-launch activities Act as a point of escalation for customer issues Collaborate with a Technical Account Manager and a Sales Executive to manage each client