Customer Success Manager – APAC

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1001 - 5000 employees

We relentlessly make supply chains better. For everyone. No matter your business size. Whatever your goal. No matter the challenge. No matter your starting point. We will meet you where you are to create the future you need.

📋 Description

• Proactively manages a portfolio of enterprise accounts and be accountable for engagement and satisfaction through the customer journey from closed through to renewal. • Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns. • Develops and maintains strategic Success Plans that align to value milestones and customer-defined business outcomes. • Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption. • Monitors product usage to reinforce the value of the customer solution, identify areas to improve customer experience, and proactively address adoption challenges. • Conducts and facilitates Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and opportunities for growth. • Delivers an outstanding customer experience and identify cross-sell and upsell of services and products. • Supports collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment. • Acts as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams to resolve issues and escalate feedback.

🎯 Requirements

• Minimum of 3-5 years of experience in customer success, technical account management, or similar role responsible for driving customer success and product/service adoption in SaaS organisation • Experience in platform management, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels. • Familiarity with supply chain processes and SaaS platforms. • Ability to analyze usage data and present recommendations. • Experience in identifying, translating, and prioritizing customer issues and needs into business or solution requirements. • Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans.

🏖️ Benefits

• Attractive compensation with participation in company success • Extensive opportunities for remote work and home office arrangements along with flexible working time models • Numerous training and development opportunities, including programs offered by our ACADEMY • Fun, casual, and flexible work environment • Contribute to a solution recognized in the Gartner® Magic Quadrant™, delivering innovation and measurable value to global customers.