Customer Success Manager

<div class="content-intro"><h3><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Who We Are  </strong></span></h3>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Located in the heart of Bangkok’s Phrom Phong District, Sertis is ASEAN's leading Data and AI engineering and solutions company. Since 2014, our advanced solutions and products have powered over 400 enterprise Data and AI deployments at the region’s leading companies and conglomerates. <strong>We are also a member firm of Andersen Consulting, a global consulting practice integrating business strategy, digital transformation, and AI-driven technology solutions with Andersen Global’s world-class expertise.</strong></span></p>
<h3><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>What We Do  </strong></span></h3>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Sertis provides both productized and bespoke AI and Data solutions for our Customers, optimizing and commercializing their data in ways that activate real business results. Our 140+ team have developed product offerings and IP ranging from advanced Computer Vision applications accredited Global Top 20 by NIST, to automated insights monetization for Retailers, eKYC for financial institutions, AI-driven agricultural safety assurance, precision steel cutting, trading algorithms for hedge funds, and enterprise knowledge management systems based on AI.</span></p>
<h3><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Our Aspiration </strong></span></h3>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We are data and AI pioneers, dedicated to enhancing the economic and social lives of our customers via technology.   We are not just living in history, we are making history everyday.  In becoming one of the world’s leading Data and AI companies, we always double-down on remaining a place where a diverse mix of talent wants to come, do their best work, and stay. We pride ourselves on bringing the best talent worldwide into a culture that encourages learning, growth opportunities, innovative contributions, and a sense of ownership. <strong>As part of Andersen Consulting, we are committed to delivering best-in-class Data and AI solutions—aligned with a global platform known for innovation, integration, and impact—while continuing to set benchmarks in the region and beyond.</strong></span></p>
<p><br><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">For more information, please visit:<a href="https://www.sertiscorp.com/"> sertiscorp.com<br></a></span></p></div><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Who is our client?</strong></span></p>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Our client is a well-funded product company building enterprise software for the various sectors. Backed by an established technology group, they operate with the resources of a mature organisation and the pace of a startup; small senior team, short decision cycles, and direct access to founders.</span></p>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Their platform helps multi-site restaurant groups run their operations more efficiently: streamlining day-to-day workflows, lifting revenue per location, and improving the guest experience. They are past the early validation stage and now scaling their commercial function, which makes this a rare chance to shape how customer success is done rather than inherit someone else's playbook.</span></p>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>About the role</strong></span></p>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We are seeking a commercially-minded <strong>Customer Success Manager </strong>to own and grow a portfolio of enterprise and mid-market restaurant accounts. This role sits at the intersection of account management, customer advocacy, and revenue growth; it is not a support or ticket-handling function.</span></p>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">You will be measured on renewals, expansion, and retention. That means understanding how restaurants actually operate, uncovering where they lose time and money, and positioning the platform against those problems. You will also be the loudest internal voice for the customer, feeding what you learn back into product, sales, and operations.</span></p>
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<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong data-start="573" data-end="600">In this role, you will:</strong></span></p>
<ul>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Own the relationship: Take a portfolio of enterprise and mid-market customers from post-onboarding onwards, becoming the trusted point of contact for owners, operators, and store managers.</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Drive renewals and expansion: Identify opportunities across additional modules, locations, and licenses; forecast and manage the expansion pipeline alongside Sales; and run the commercial conversations, objections, and negotiations yourself.</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Uncover real pain: Dig into operational, financial, and workflow problems inside restaurant operations, and translate them into clear, specific value propositions.</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Own account health: Monitor usage, adoption, and engagement; spot churn risk early and act on it; run QBRs that demonstrate genuine ROI rather than activity reports.</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Advocate internally: Bring structured customer feedback to Product and Engineering, and make the case for the improvements your accounts need.</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Build the function: Contribute to playbooks, success frameworks, and scalable CS processes as the team grows.</span></li>
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<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong data-start="1329" data-end="1367">You’ll be a great fit if you have:</strong></span></p>
<ul>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">5 years in Customer Success, Account Management, or SaaS Sales.</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Proven experience with renewals, upsells, or cross-sells in a B2B SaaS environment </span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Strong discovery skills: you can ask the questions that surface the real problem, not the stated one.</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Commercial confidence, with the ability to negotiate and influence without escalating to a manager.</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Comfort juggling multiple accounts and competing priorities.</span></li>
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<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>It's nice if you have:</strong></span></p>
<ul>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Background in restaurant tech, hospitality, POS, payments, or operations software.</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Familiarity with CRM and CS tooling, and a data-driven approach to prioritisation.</span></li>
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