Customer Success Manager - APAC

Responsibilities

• Own a strategic book of enterprise and high-touch APAC customers across implementation, onboarding, adoption, customer health, and value realization.
• Serve as both implementation specialist and Customer Success Manager for assigned customers.
• Build trusted, multi-threaded relationships with senior stakeholders and proactively manage customer health, risk, and outcomes.
• Partner with Sales, Product, Support, Professional Services, and Operations to deliver cohesive customer outcomes.
• Manage end-to-end implementations, including scope definition, stakeholder alignment, project plans, milestones, and expectations.
• Guide customers through implementation and transition them into ongoing Customer Success.
• Tailor product configuration, workflows, and training to customers’ hiring challenges.
• Advise customers on best practices and help them maximize value from a configurable platform.
• Support change management and adoption of new systems, workflows, and ways of working.
• Use customer data, signals, and metrics to assess adoption, identify risk, and improve outcomes.
• Identify customer themes and improve internal processes, implementation approaches, and playbooks.
• Help establish Customer Success best practices and operating models for APAC.
• Travel up to 10% for strategic customer engagements in APAC.

Requirements

• 5+ years of experience in Customer Success, preferably in B2B SaaS.
• Experience supporting Enterprise or Strategic customers using complex, configurable products.
• Experience driving adoption, engagement, and long-term customer outcomes.
• Experience managing end-to-end implementations and onboarding projects.
• Strong project management, change management, problem-solving, communication, and stakeholder-management skills.
• Technical curiosity and the ability to understand complex products, troubleshoot issues, and advise on configurations and workflows.
• Comfort working remotely and operating independently as the first Customer Success hire in APAC.
• Ability to communicate complex workflows, reports, and technical concepts clearly to varied stakeholders.
• Strong attention to detail, customer advocacy, data-driven decision-making, and operational discipline.

Nice-to-haves

• Experience as a recruiter, hiring manager, or interviewer.
• Experience with hiring workflows or talent technology.

Compensation and Benefits

• 10-year exercise window for stock options.
• Unlimited paid time off; four weeks per year is recommended.
• Paid family leave.
• Equipment, software, and office furniture budget.
• $100/month education budget, with conferences covered with manager approval.