Senior Customer Success Manager – APAC

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DevSavant

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

🤝 B2B

☁️ SaaS

B2B • SaaS • Digital Marketing

DevSavant is a digital solutions provider that empowers B2B SaaS companies by offering comprehensive services such as nearshore outsourcing, data engineering, software development, digital marketing, and UX/UI design. With a focus on the American market and leveraging talent from Latin America, DevSavant positions itself as an extension of its clients' teams to facilitate growth, adaptability, and market competitiveness. The company also offers specialized services in Salesforce management and WordPress development, striving to enhance operational efficiency and online presence for its clients.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Flexible work arrangements • Professional development