# Customer Success Manager - APJ

**Company:** [Fortanix](https://hotfix.jobs/companies/fortanix)
**Location:** Remote
**Role:** Customer Success
**Experience:** 3+ years
**Skills:** SaaS, Enterprise Software, Customer Success, Account Management, Technical Support, Cryptography, Hardware Security Modules, Product Integrations, Customer Onboarding, Customer Training
**Posted:** 2026-07-28

> Owns post-sale relationships for APJ customers, driving onboarding, adoption, product usage, business reviews, and successful outcomes. Requires 3–5+ years in customer success, account management, or technical support, plus the ability to communicate technical concepts and familiarity with HSM and cryptography.

## Job Description

## 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.

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