Senior Customer Success Manager (APAC)
The Customer Success team:
Our Customer Success team is looking for a Senior Customer Success Manager to
be the first member of our APAC team. You’ll join us on our mission to accelerate
growth for Shopify brands by turning more one-time shoppers into loyal
customers.
As a Senior Customer Success Manager, you will take ownership of all customers
across the APAC region, ensuring they continuously recognise the impact we
deliver from our products and services. You’ll onboard new customers and be the
main relationship owner of existing customers. You’ll also provide some technical
support for customers throughout the APAC timezone and work closely with the
Account Management team to drive our Net Revenue Retention, by delighting our
customers, demonstrating recurring impact, spotting and mitigating churn risks,
securing renewals and uncovering upsell opportunities throughout the entire
customer lifecycle.
This is a fully remote position based in APAC.
Responsibilities:
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
Skills:
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
