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