Customer Success Manager - Territory APAC
5 days ago
Description
• The Customer Success Manager- APAC Territory is responsible for building strong long-term relationships with Keepit’s SMB customers and partners in the APAC region. • Based in Sydney, the Customer Success Manager’s mission is to ensure that our customers achieve their desired outcomes with KeepIt. • As the primary point of contact, the CSM will focus on customer satisfaction, retention, and growth by delivering value, addressing concerns, and helping Customers and Partners optimize their experience. • Responsibilities include: Customer Onboarding: Guide new Customers and Partners through the onboarding process, ensuring a smooth transition from sales to product implementation. • Customer/Partner Relationship Management: Build and maintain long-term relationships by understanding their business needs, objectives, and how our product can support their goals. • Identify products and services that are most in demand by customers and work with partners to develop loyalty and promotion tools. • Loyalty Programs: Identify products and services that are most in demand by customers and work with partners to develop loyalty and promotion tools. • Product Education & Training: Provide customers with product training and support to maximize their usage and success. • Proactive Engagement: Regularly check in with Partners/customers, share product developments and track consumption to ensure their goals are being met and identify areas to add further value. • Troubleshooting & Problem-Solving: Act as the customer's advocate, addressing their concerns, troubleshooting issues, and coordinating with internal teams for effective resolution. • Customer Retention & Renewals: Drive customer retention by anticipating their needs, mitigating risks, and identifying opportunities for upselling and cross-selling. • Data & Insights: Monitor customer health metrics (such as usage patterns, satisfaction levels, and engagement) and proactively address potential risks or opportunities for growth. • Customer Feedback & Advocacy: Collect customer feedback and work closely with internal teams to improve the customer experience and shape product roadmaps. • Account Growth: Identify and drive upsell and cross-sell opportunities by understanding customer needs and aligning them with new features, products, or services. • Customer Success Strategy: Contribute to the development and optimization of customer success strategies, workflows, and best practices.
Requirements
• Several years of experience in customer success, account management, or a similar client-facing role, B2B SaaS environment. • Strong communication and interpersonal skills, with a keen ability to build trust and rapport. • Problem-solving and critical thinking skills. • Proactive, self-motivated, and adaptable in fast-paced environments. • Excellent organizational and time management skills. • Technical Proficiency: Comfortable with CRM systems (e.g., Salesforce, HubSpot), customer success, and communication tools. • Understanding of account management and client retention strategies. • Demonstrated success in driving customer engagement and satisfaction.
Benefits
• Competitive salary with OTE. • A modern, energetic global work environment. • Flexible work-life balance supported by a hybrid working model. • Regular team-building activities. • Opportunities for professional development and career advancement. • Compensation based on experience and skill set.
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