Customer Success Manager

About Capability Group

Capability Group, an accredited BCorp, are experts in Organisational Development, operating at the intersection of behavioural psychology, learning design, and learning technology. We have a 40-year track record of supporting organisations and communities to build skills, lift capabilities and positively shift organisational cultures across the APAC region.

• Our purpose: we're connecting people and changing lives through learning.
• Our vision: recognised as Asia Pacific's most innovative designer of learning experiences.
• Our mission: developing evidence-based, creative bespoke and off-the-shelf learning experiences that leverage the best of digital technologies
• Our impact: the ripple effect We are not only transforming individuals, teams, and organisational performance, we are generating a ripple effect, causing the connections and capabilities developed by individuals on our programmes or using our solutions to flow through into their families and communities. The positive impacts of this ripple effect can be significant and inspiring

About the role

To support our continued growth, we are seeking a Customer Success Manager to help our Axonify clients unlock the full potential of their investment and drive measurable business value across their organisations. This is not your average Customer Success Manager role. This is a role for someone who thrives at the intersection of technology, strategy, data analysis, and relationships. You'll work as part of our Delivery Team, collaborating closely with customers to deliver exceptional experiences, guide adoption, analyse impact and shape the future of how they engage with and optimize their use of learning technology.

What you will do:

• Build lasting partnerships with clients across the APAC region, serving as a trusted advisor who understands their business, people, and strategic goals.
• Monitor account health and mitigate key account churn risks proactively
• Join sales calls with prospects, conduct product demos & support sales process as required
• Lead business value analysis projects, helping clients uncover insights, demonstrate ROI, and align the platform to evolving business priorities.
• Support expansion and growth across business units, identifying where and how our platforms can deliver even greater impact within each organisation.
• Champion customer feedback and innovation, translating insights into actionable requests that influence future product development and roadmap decisions.
• Identify opportunities for additional value creation, connecting clients to other Capability Group products, services, and expertise that amplify impact and outcomes.

• Driven by a strong sense of purpose and seeking to have a positive impact
• A genuine hunger for challenge and your own personal development and growth
• Curious about all that you do. You constantly challenge your own assumptions and ask challenging questions to build understanding
• Mandarin (reading, writing, and speaking) or fluency in other APAC languages would be an advantage
• Ability to define and meet BAU deadlines and work under pressure
• Demonstrate grit and persistence when analysing and solving problems
• Effective in building and maintaining productive relationships internally, with customers and with our technology partners
• Excellent organisational, written, and oral communication skills
• Ability to leverage AI to enhance the services and value you provide to customers
• Ability to work in dynamic and changing environment with flexibility and agility
• Ability to manage data, analyse data to generate insights that are meaningful to the clients context
• 4+ years of experience in customer-facing roles with Asia customers
• 2+ years of project management experience
• University degree (background in a Business, Psychology or related programme is preferred)
• Learning platform SaaS experience beneficial
• Please include a cover letter, your application won't be considered without a cover letter