Customer Success Manager - APJ

Responsibilities

• Own the customer relationship with Fortanix customers, acting as the voice of the customer with GTM, Product, and Engineering.
• Support customer onboarding and training to drive adoption.
• Understand customer requirements, challenges, and expected business outcomes.
• Create and execute customer roadmaps, driving product consumption, ongoing usage, and CSAT.
• Develop and execute strategic account plans focused on increasing product adoption and creating new routes to value.
• Conduct periodic business reviews to maintain strategic alignment and timely customer collaboration.
• Act as the main escalation point for business and technical issues, providing centralized ownership within Fortanix.
• Monitor and track usage and product-consumption gaps, identifying opportunities to address potential issues.
• Maintain expertise in Fortanix products, customer use cases, product integrations, and industry trends in cryptography, HSMs, and secure computing.
• Collaborate with Customer Success Engineers, Support, and Sales to deliver a strong post-sale customer journey.

Requirements

• Bachelor's degree in business or engineering, or equivalent work experience.
• 3–5+ years of experience in account management, customer success, or technical support engineering, with a successful track record of execution.
• Ability to learn new technologies and products and communicate technical details clearly.
• Experience fostering relationships with technical and non-technical customer personas.
• Integrity and flexibility when navigating ambiguity and solving new challenges.
• Familiarity with HSM and cryptography technology.
• Experience with HSM technology from another company is a plus.
• Experience working for a SaaS solutions or enterprise software company.
• Availability for APJ shift hours.

Nice to Have

• Experience working in a global organization with customers across different geographies.
• Comfort communicating during challenging customer situations.
• Demonstrated success delivering customer outcomes.
• Experience building positive relationships with new customer stakeholders or customer detractors.

Benefits

• 12 annual leaves and 12 casual/sick leaves.
• 8 public holidays plus 2 floating holidays.
• End-of-year recharge week off.
• Comprehensive medical and dental insurance coverage for employees and eligible dependents.
• Group life insurance.
• Personal accident insurance.
• Internet reimbursement.
• Employee stock options.
• Quarterly beer bashes and year-end celebrations.