Customer Success Manager, Apac

**About Tigerhall**

Tigerhall is a change activation platform, enabling leaders of large enterprises to get change done faster by increasing buy-in, organizational support and speed of execution for transformation initiatives.

The way the world consumes content has changed. Tigerhall is designed to engage the most time-starved professionals, in ways that are familiar to them from their favorite consumer apps, turning PDF chaos into bite-sized podcasts, short-form videos, interactive livestreams, and more.

Change is ultimately about behavior change, and behavior change is about reinforcement in the workflow. Tigerhall enables organizations to reinforce the message with the right knowledge to the right person at the right time in the right workflow. Tigerhall integrates with Microsoft Teams, CRM platforms, ERP systems and other tools, and leverages AI to deliver the most effective form of reinforcement based on user persona, workflow activity and past behavior.

The underlying psychological contract between employer and employee has changed, and the historical one-way, top-down, do-as-I-say-or-else approach doesn’t fly anymore. Tigerhall’s social infrastructure, data and intelligence allows organizations to do it differently.

Already using Tigerhall to activate change: Bloomberg, Adobe, HP, Kellanova, Cisco, Mondelez, Infor, Fujifilm, Teleperformance, Accenture, AWS, and many more.

Investors: Sequoia Capital, Monk’s Hill Ventures, Taurus Ventures, XA Network, Vulpes Ventures, WDHB and angels.

**Your Role**

You'll be tasked with taking care of some of our APAC-based clients. You'll be reporting to the Head of APAC who's based in Singapore. It is therefore of utmost importance that you are independent, self-driven and able to make decisions and drive outcomes on your own. You will work closely with the customer success team in North America and contribute to global customer success strategies and initiatives. In APAC, you will also work closely with the sales and content solutions teams to delight our customers.

The core responsibilities of this role entail:

- Drive top-line business goals and real business impact with APAC based clients
- Be the trusted advisor our customers seek advice from to improve their transformation experience and develop repeatable implementation and onboarding strategies for our customers
- Manage the corporate customer journey and experience from onboarding through roll-out, activation and engagement
- Ensure a smooth onboarding process of the employees onto the platform
- Manage educational activation campaigns to ensure that every employee gets the most out of their Tigerhall experience
- Drive engagement campaigns across customer organizations to ensure high ROI and retention of customers
- Manage and coordinate customized customer projects, including exclusive livestreams, closed-door workshops, and private events
- Work and collaborate closely with the Sales, Product, Content, Marketing and cross-functional teams
- Identify avenues to upsell additional services and ensure Tigerhall is extended to more teams, offices and markets within the customer organization
- Ideate and build out scalable customer success strategies and processes

Key Success Indicators:

- Retention of customers
- App engagement on customer accounts
- Account Expansion: Upsell of additional services and bringing Tigerhall to more teams, offices and markets within the customer organization
- Customer satisfaction rate (Net Promoter Score)

About You:

- 5+ years of experience in Customer Success roles, working with large enterprise accounts, preferably in the HR, learning, communication or SaaS space
- Exceptional business acumen and ability to navigate large, complex, enterprise customers
- A love for making sure customers have an amazing experience with you
- Strong ability to multithread and build senior-level customer relationships
- You are driven by being an expert on the product for your clients
- Social skills, ability to interact with a wide variety of people at different levels of seniority, and a laser focus on the customer experience
- Strong consultative abilities
- Highly process oriented
- Project management runs in your blood
- Data-driven and having knowledge of reporting and analytics tools
- Strong commercial acumen with the ability to identify opportunities for upselling
- Performance driven and results-oriented
- Curious and always learning
- Crazy personality is a plus - no one in Tigerhall is vanilla (or llama, as we call it)

Location: Sinagpore (Remote)
- Reporting to: Head of APAC, based in Singapore