Regional Manager, Customer Success Apac

7 days ago

Melbourne, Australia TradableBits Media Inc. Full time

**Regional Manager, Customer Success**

**WHO WE ARE**

Tradable Bits is an award-winning tech company that helps sports, music and entertainment brands build better fan experiences. Our SaaS platform is used by the leaders in Sports, Music & Entertainment to engage, collect and activate fan data so they can market smarter.

Based in Richmond, Melbourne, our APAC business has built its reputation across Australia and New Zealand over the past four years, founded on strong partnerships and a service mentality. We work with industry leaders in the sports, music & entertainment space including the AFL, Rugby Australia, Netball Australia, Secret Sounds, Fuzzy Entertainment, Lucky Ent and more. Our headquarters are in Vancouver, Canada where partners include teams from the NBA, NHL, NFL and MLB, alongside Live Nation, BMG, Danny Wimmer Presents and many more.

This role is based in Melbourne, Victoria (Richmond) and will require some attendance at our office.

**WHO YOU ARE**

You are a driven problem solver with a passion for leading and developing a high performing team. Using your honed written and presentation skills, you’re able to get buy in from others and know when to summarise and be succinct. You naturally help to bring the best out of people, fostering collaboration and empowering those around you. You’re a big picture thinker who can help map the plan out, but isn’t afraid to roll your sleeves up to get stuff done.

The culture of our company is built on five core values that guide our decision making and all interactions. We value **trust, flexibility, education, innovation** and **teamwork,** and applicants to this role should be able to demonstrate how they’ve applied these values previously.

**THE ROLE AND WHAT YOU WILL DO**

As our Regional Manager, Customer Success in APAC, you are responsible for ensuring our partners successfully adopt our product and meet their business goals by leading our Customer Success efforts in the APAC region. You will develop and maintain processes that improve revenue, efficiency and collaboration. You love building meaningful relationships at every level of an organisation, and are passionate about our core industries. Reporting directly to the General Manager, APAC and Director of Customer Success, this position will play a key role in accelerating the growth of the company through retention, and supporting our sales team with growth from loyal client referrals. You have an opportunity to innovate, collaborate, and improve our Customer Success program in APAC.

**KEY RESPONSIBILITIES**:
**_
CUSTOMER LIFE CYCLE_**
- Own the customer lifecycle (post-sale) for our APAC partners, ensuring we measure and maintain strong satisfaction and retention rates in the region.
- Oversee all Customer Success activities for APAC and align with Tradable Bits HQ: Onboarding, Training, Client Support, Business Reviews, Renewals, Up-selling, Advocacy.
- Build and maintain strong, long-lasting relationships with key stakeholders, becoming a trusted advisor and securing introductions for new client referrals.

**_ LEAD OUR CS TEAM_**
- Lead our Customer Success team, including coaching, mentoring, development, performance management and other people-management practices.
- Help recruit, onboard and coach our partner-facing teams to maximise customer value, build trusted relationships and drive sales and product usage in creative, effective ways.
- Streamline our processes for onboarding, product education, conflict mitigation and communication with clients about product updates
- Align with the Customer Success Director to ensure all CS staff processes, onboarding and OKR evaluations are in sync.

**_ CROSS-DEPARTMENTAL ALIGNMENT_**
- Collaborate with our Product Lead to incorporate partner feedback into our product, and ensure our software is aligned with client needs and use cases
- Work with our marketing team to create testimonials, case studies and white papers that build advocacy and drive new business growth.
- Uncover, highlight, and support upsell opportunities for our sales team and communicate the progress of all of our partners’ renewal plans to the Director of Customer Success.

**_ MEASURE IMPACT_**
- Define operational metrics for the customer success team and set OKRs to evaluate progress.
- Work with TB Headquarters to roll out measurement programs for Customer satisfaction, health scores and customer listening and feedback.

**QUALIFICATIONS**:

- 5+ years proven track record in an account management role (Customer Success, Relationship Manager, etc.). B2B is strongly preferred.
- 3+ years leadership experience managing teams, ideally in a tech company
- Strong business skills and technical know-how regarding marketing software
- Expert-level communication and presentation skills (speaking, writing, reading).
- Fast learner, who is genuinely excited by problem solving and troubleshooting
- Approachability and a sense of humour.
- Excellent relationship buil

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