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Own strategic relationships with major enterprise customers across APAC, advising senior social, marketing, brand, and customer experience stakeholders. Lead onboarding, adoption, retention, renewals, expansion, and commercial growth across complex global organizations. Translate AI and social engagement capabilities into business outcomes, provide strategic guidance on community management and brand health, and identify opportunities for deeper solution adoption. Over time, build and lead a regional Customer Success team across APAC and potentially EMEA.

Own a portfolio of strategic consumer-brand accounts, serving as a senior advisor to social, marketing, and customer care leaders. Develop account strategies, lead executive reviews, demonstrate business value, manage retention and renewals, identify expansion opportunities, and improve platform adoption. The role requires expertise in social strategy, community management, moderation, customer care, campaign performance, and commercial account growth while partnering with product and technical teams.

Own a portfolio of strategic consumer-brand accounts, building executive relationships and connecting social engagement strategies to measurable business value. Responsibilities include account strategy, value realization, executive reviews, retention, renewals, expansion, risk management, and identifying additional solution opportunities. The role partners with product and technical teams to improve adoption and workflows while advising customers on social trends, moderation, engagement, customer care, and brand health.

Provide live chat, email, and Slack support; configure and maintain client accounts during onboarding; troubleshoot platform issues using tools like Intercom and ChatGPT; collaborate with Product and Engineering to surface feedback; own client requests end-to-end and build documentation, playbooks, and workflows to scale support.