Customer Success Manager

We seek a highly motivated and customer-centric Customer Success Manager. This hire must be a native (or near‑native) speaker of either Thai or Bahasa, with fluency in both written and verbal communication. Applications without clear evidence of Thai or Bahasa fluency will not be considered for review.

This business provides solutions for companies of all sizes, ranging from small startups to large enterprises, and collaborates with various technology partners to expand its ecosystem and enhance integration capabilities.

As a market leader, they face strong competition from other software providers. Adaptation is always a priority. As their CSM, APAC, you will join a fast-growing APAC team, owning relationships across
Australia, the APAC region, and Thailand and/or Indonesia
. You will ensure that their traditional desktop users transition smoothly to their AI-enabled SaaS solutions, driving retention, eliminating churn, and focusing heavily on renewals from their existing customer base. Your ability to operate in Thai or Bahasa with finance stakeholders is central to success in this role.

We would love to hear from you if you are passionate about customer success, have a strong background in complex technology solutions, and thrive in organisations that face strong competition. If you do not speak Thai or Bahasa Indonesia fluently, please do not apply.

Responsibilities

• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors, ensuring all activities are closely aligned with the customer's business case and strategy. This enables the full potential of their solution to be realised. (Conducted in Thai or Bahasa, as appropriate; English used for internal/global coordination.)
• Develop and maintain implementation partner relationships across Australia, the APAC region, and Thailand and/or Indonesia, collaborating in local languages to accelerate adoption.
• Increase and maintain customer CSAT and NPS scores, and nurture into a customer reference program (including running surveys and communications in Thai or Bahasa).
• Handle overall responsibility for managing the customer relationship with their mid‑market and strategic Customers in Thailand and/or Indonesia, ensuring clear, culturally aware communication.
• Assist with high‑severity requests or issue escalations as needed (owning translations/clarity in Thai/Bahasa where required).
• Ensure customer engagement through newsletters, webinars, and localised events for Thai/Bahasa-speaking audiences.
• Identify and assess renewal risks for customers' license subscriptions and collaborate with internal teams to ameliorate (driving renewal conversations in Thai/Bahasa, summarising outcomes in English).
• Manage complex renewal process and collaborate with senior members of the business to build commercially viable offerings at renewal (comfortably negotiating terms in Thai/Bahasa).

Requirements

• Native (or near‑native) fluency in either Thai or Bahasa Indonesia - written and verbal. This is mandatory. Applications without clear evidence of Thai or Bahasa fluency will not be considered for review.
• Excellent interpersonal and communication skills across Thai/Bahasa, and English.
• Ability to empathise with customers and effectively address their questions and concerns.
• Strong problem‑solving skills to effectively resolve customer issues and provide solutions.
• Customer‑centric mindset with a focus on ensuring customer satisfaction and success.
• Ability to collaborate and coordinate with cross‑functional teams to meet customer needs (English for internal; Thai/Bahasa for customer‑facing).
• Strong organisational skills to manage multiple customer relationships and prioritise tasks effectively across APAC time zones.
• Proactive and self‑motivated with a drive to exceed customer expectations.

Skills, Knowledge, and Experience

• A minimum of 3 years of experience in customer success, pre-sales, and/or customer service within a fast-paced environment serving Thai or Bahasa-speaking customers is a strong plus.
• A background in accounting/finance is preferred.
• Proficiency in accounting or financial management software platforms is desirable.
• Outstanding communication skills with a proven ability to cultivate positive relationships (provide examples of Thai/Bahasa client communications, QBRs, or renewals).

Salary: Up to $115k base + Super + Comms/bonus (70/30 split)

Please reach out to today for further info.