Senior Customer Success Manager

5 days ago

Singapore Impact.com Full time

**Our Company**:
**The Senior Customer Success Manager / Team Lead** is responsible for managing key client relationships across SEA, driving retention and growth through strategic, goal-oriented account planning. Acting as a client advocate, this role collaborates closely with cross-functional teams to develop tailored solutions and ensure client success. As a product expert, the Senior CSM provides training and support, identifies upsell opportunities, and mitigates churn risks. In their team lead capacity, they also mentor and support the wider Customer Success team, ensuring consistent excellence across the region.

**This role reports to the RVP of Customer Success, APJ.**

**What You'll Do**:

- **Strategic Account Management**:You'll lead key client relationships, manage executive business reviews, and shape long-term account strategies. Working closely with Sales and leadership, you'll identify growth opportunities, present strategic plans, and ensure every client gets maximum value from our partnership.
- **Escalation & Stakeholder Management**:When issues arise, you'll be the point of coordination, distilling client feedback, managing comms, and driving resolution through collaboration with internal teams. You'll keep things moving and everyone aligned.
- **Project/Task Oversight**:You'll keep projects and priorities organized using tools like JIRA and Salesforce. You'll be trusted to update stakeholders, manage blockers, and maintain momentum without needing to be micromanaged.
- **Renewals & Commercial Strategy**:From contract renewals to expansion planning, you'll play a key role in commercial efforts, building proposals, analysing performance, and collaborating with global and executive stakeholders to shape the direction of renewals.

**Team vision, management + recruitment**
- Setting the theme and vision for CS in SEA
- Lead the Customer Success function in SEA ensuring that goals are achieved as well as increasing the customer satisfaction
- Acts as a mentor and escalation point to SEA CSMs direct reports for all topics.
- Accountable for all personnel decisions related to customer success roles.
- Be a role model for the team:

- Lead the team with process requirements and activity tracking
- Lead the team with growth and retention activities
- Lead the team by setting a good example

**What You Have**:

- MarTech/Saas experience
- Customer Obsessed and Service-oriented
- Initiative
- Result-oriented
- Values Long-Term Customer Success
- 3+ years Customer Success experience
- Affiliate experience desired.
- Negotiating experience

**Benefits**:

- **Private Health Insurance**:

- **Internet Allowance**:

- **Fitness Activity Reimbursement**:

- **Flexible remote working policy**:

- **Training & Development -**Free Coursera Subscription and PXA partnerships learning
- **Technology stipend**:

- **Mental Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage**Health Insurance

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