Senior Customer Success Manager (APAC)

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