Customer Success Manager

Customer Success Manager - APAC & ANZ
About iProov
iProov provides science-based biometric solutions that enable the world’s most security-conscious organizations to streamline secure remote onboarding and authentication for digital and physical access. Our award-winning liveness technology and iSOC offer unmatched resilience against deepfakes and generative AI threats while ensuring effortless, scalable user experiences. Trusted by leading governments and enterprises, including the U.S. Department of Homeland Security, U.K. Home Office, NHS, GovTech Singapore, ING, and UBS, iProov sets the standard in biometric identity assurance.
This global trust is built not only on our technology but on the strength of the people behind it. For us, diversity at iProov is about reflecting the customers we serve, holding the principles of equality and inclusion at the heart of everything we do and all that we stand for, embracing differences, creating possibilities, and growing together. We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included, and their talents are nurtured, empowering them to contribute fully to our purpose.
The Role
**Reports to**: VP, Sales (APAC)
**Location**: Singapore - Fully Remote
**Comp**: SGD 112k (base) + Commission Plan + Equity + Benefits
As a Customer Success Manager (CSM), you will play a key role in driving product adoption, delivering measurable business outcomes, and ensuring long-term success for our customers and partners. You will engage confidently with senior stakeholders, develop a deep understanding of their goals, and act as an internal advocate for the outcomes most important to their success.
In this role, you will own the overall health, adoption, retention, and growth of your portfolio of customers and partners. You're joining iProov at an exciting stage in our journey, and will have the opportunity to create an impact by bringing your ideas, expertise and experience to help our customers succeed while contributing directly to our company's growth and success.
How You Will Make An Impact
- Own the end-to-end customer experience, serving as the trusted advisor and primary point of contact throughout the lifecycle.
- Drive customer satisfaction, customer retention, and overall health scores, including but not limited to revenue retention targets.
- Manage a portfolio of enterprise customers and partners, prioritizing efforts based on health, risk, and renewal timelines.
- Develop and execute tailored Customer Success Plans aligned with customer goals and success criteria.
- Identify and qualify growth opportunities to drive strategic expansion and growth
- Build strong, strategic relationships with both customer stakeholders and internal teams
- Act as the voice of the customer internally, translating insights into actionable feedback that influences product and service improvements.
- Coordinate resources and establish clear milestones to ensure successful adoption and outcomes.

What we would like to see from you
- Proven experience as a Customer Success Manager or in a similar customer-facing role, ideally managing partner-based, B2B, enterprise accounts across the APAC region.
- Ability to project/programme manage in a customer facing environment, while balancing time and competing priorities.
- Ability to align cross-functional teams and resources to customer needs.
- Establishing success milestones and keeping both internal and external stakeholders informed and accountable.
- Exceptional communication, interpersonal, and relationship-building skills
- A self-driven mindset, with a track record of exceeding goals and delivering outcomes.
- Fluent in English, Bahasa and/or Mandarin
- Ability to travel to visit customers in-person on a monthly basis

Our Culture & Recruitment Process
At iProov, we're incredibly proud of the culture we've carefully curated. Our culture enables diverse thought, curiosity and innovation. Our team strives to do everything to the highest standard possible to achieve the remarkable. To do that we need different perspectives, experiences and ideas alongside an environment where these are welcomed - we want everyone to feel confident in bringing their full capabilities to work. We firmly believe psychological safety is key to building and nurturing great teams. We’re a small and dynamic company, that means having the right skills is important, and we know that our best work emerges when people feel secure, welcomed and respected.