Senior Customer Success Manager

About 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.

About the Role

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 customers 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 are 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 and Qualifications

• 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.

Key skills/competency

• Customer Success Management
• Account Management
• Client Relationship Building
• Net Revenue Retention (NRR)
• Upselling and Renewals
• Customer Onboarding
• ROI Analysis
• Cross-functional Collaboration
• Stakeholder Management
• Process Improvement