Senior Customer Success Manager (APAC)

As our first Senior Customer Success Manager in the APAC region, you’ll join us on our mission to accelerate growth for Shopify brands by turning more one-time shoppers into loyal customers.

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 will 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.
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

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