Senior Customer Success Professional

7 days ago

Sydney, New South Wales, Australia RecordPoint Full time
About the Job

We are seeking a Customer Success Manager to join our team in APAC. The successful candidate will be responsible for driving adoption, value realization, and long-term success for our customers in the region.

In this role, you will use your expertise to develop and execute tailored Value Plans for each customer to drive adoption and value realization.

You will work closely with our Customer Solutions Engineers and cross-functional teams to deliver scalable success strategies focused on adoption, retention, and seamless renewals.

Requirements:

  • 3-5 years of experience in Customer Success, Account Management, or Consulting roles within a B2B enterprise SaaS environment.
  • Strong preference for experience in data privacy, security, or compliance solutions.
  • Proven success managing customers within a B2B SaaS setting, driving adoption, retention, and growth.
  • Bachelor's degree in Business, Computer Science, or a related field.
  • Customer-Centric Mindset: Passion for helping customers achieve business success and build strong relationships as a trusted advisor.
  • Strategic Thinking: Ability to anticipate customer needs, identify opportunities for adoption and growth, and implement scalable playbook-driven approaches.
  • Proactive Risk Management: Skilled at identifying risks through customer health metrics and sentiment, taking proactive steps to address issues.
  • Sales Acumen: Experience generating expansion opportunities and pipeline, collaborating with Sales for upsells and cross-sells.
  • Communication Skills: Excellent verbal, written, and interpersonal communication skills, with the ability to engage executive stakeholders and drive results.
  • Technical Aptitude: Ability to quickly understand a platform's technical features and effectively communicate their value to customers.
  • Data-Driven Execution: Experience using CS tools, CRM systems (Salesforce), and metrics to drive strategic actions.
  • Deep understanding of customer success methodologies, including health scoring, adoption tracking, and churn mitigation.
  • Familiarity with the data privacy, compliance, and security landscape is highly desirable.
  • Ability to effectively manage large portfolios using segmentation and automation strategies.

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