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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 regionDeliver a best in class experience to our larger clients by building relationships and demonstrating impact through multiple touch pointsProvide CS at scale to our Mid-Market customer utilising technology and triggersManage multiple touch points, including digital meetings, to keep clients engaged and informedAdvise clients on loyalty strategy and optimisation opportunities to get the most out of their programDiscuss return on investment and the impact driven by our programEncourage clients to adopt new features and participate in product beta testingActively gather feedback from clients and share across the organisation to improve our product and serviceContinuously improve our client offering by actively spotting opportunities to improve our current processesWork closely with Marketing to drive advocacy in the form of testimonials, case studies, reviews and customer eventsPartner with our Support team to ensure client queries as responded to and rectified quicklyPartner with our Account Management team to deliver on renewals and upsells throughout the customer journeyConfidently forecast NRR performance, fully mitigate any ‘at risk’ clients and support upsellsEngage with our Engineering, Marketing, and Sales teams to ensure a smooth customer journey and experienceSkills:3 years + experience in a similar Customer Success or Account Management roleExcellent written and spoken English - C1 proficiencyExperience 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 marketProven experience working with a book of business of a company's largest clients, or owning clients for a full geographical areaConfident in discussing ROI and the impact software can have on a client’s organisationFantastic written and verbal communication skills ranging from business users of our software to c-suite executives of client organisationsPeople person with a natural collaborative mindset, great at building strong working relationships across teams and managing different stakeholdersHighly organised and can manage multiple projects confidentlyExcellent attention to detailInquisitive, curious and enjoy looking for ways to improve processes
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