We seek two highly motivated and customer-centric customer success managers with some or all experience in accounting, financial management, ERP, channel, SaaS or customer success. This business offers solutions for companies of all sizes, from small startups to large enterprises and collaborates with various technology partners to expand their ecosystem and improve integration capabilities. As a market leader, they face strong competition from other software providers. Adaptation is always a priority. As their CSM, APAC, you will join a fast-growing APAC team, ensuring their traditional desktop users transition smoothly to their AI-enabled SaaS solutions, driving retention, eliminating churn, and focusing heavily on renewals from their existing customer base. We would love to hear from you if you are passionate about customer success, have a strong background in complex technology solutions, and thrive in organisations that face strong competition. Responsibilities Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that all activities are closely aligned with the customer’s business case and business strategy, allowing the full potential of their solution to be realised. Develop and maintain implementation partner relationships Increase and maintain customer CSAT and NPS scores, and nurture into customer reference program Handle overall responsibility for managing the customer relationship with their mid-market and strategic Customers Assist with high-severity requests or issue escalations as needed Ensure customer engagement with newsletters, webinars, and events Identify and assess renewal risks for customers’ license subscriptions and collaborate with internal teams to ameliorate Manage complex renewal process and collaborate with senior members of the business to build commercially viable offerings at renewal Requirements: Excellent interpersonal and communication skills Ability to empathise with customers and effectively address their questions and concerns. Strong problem-solving skills to effectively resolve customer issues and provide solutions. Customer-centric mindset with a focus on ensuring customer satisfaction and success. Ability to collaborate and coordinate with cross-functional teams to meet customer needs. Strong organisational skills to manage multiple customer relationships and prioritise tasks effectively. Proactive and self-motivated with a drive to exceed customer expectations. Skills, Knowledge, and Experience: Minimum of 3 years of experience in customer success, pre/post sales, and/or customer service within a fast-paced environment. A background in accounting/finance is preferred. Proficiency in accounting or financial management software platforms is nice to have. Outstanding communication skills with a proven ability to cultivate positive relationships. Applytoday
