Customer Success Manager

Qeexo, Co. • San Clemente, CA

5d

About The Position

TDK SensEI is seeking a Customer Success Director to own post-deployment customer relationships across the Asia Pacific (excluding China and Japan) and EMEA account portfolio for the edgeRX and edgeRX VISION platforms. The role is the primary organizational mechanism for converting active platform trials into signed commercial contracts and sustaining net revenue retention across deployed accounts. The position has a target line to Regional Sales (Asia Pacific) and a functional line to the Sr. Director Sales Engineering and Customer Success.

As an early-stage startup role, it also supports the regional Sales Team in identifying sales opportunities. The position is based in Singapore, covers a stated territory of Singapore, and involves approximately 25–35% domestic travel and limited international travel. The role is full-time and mid-level, with 6–10 years of relevant experience indicated.

Requirements

• 6–10 years of experience in Customer Success, Technical Account Management, or post-deployment technical support in a B2B SaaS, industrial IoT, or enterprise software environment.
• Demonstrated management of 10–25 accounts with ownership of renewal rates and expansion revenue.
• Established network in industrial applications within Asia Pacific.
• Proficiency with Salesforce, HubSpot, or equivalent CRM systems, including pipeline management, account health tracking, and renewal forecasting.
• Ability to produce and present executive-quality business reviews, Value Realization Reports, and ROI documentation to C-suite and VP-level stakeholders.
• Familiarity with Customer Success frameworks including LAER (Land, Adopt, Expand, Renew), health-scoring methodologies, and churn-prediction models.

Nice To Haves

• Professional experience with industrial IoT platforms, edge AI systems, or condition-monitoring software.
• Familiarity with ISO vibration severity standards or equivalent reliability engineering reference frameworks.
• Early-stage company experience with direct exposure to growth-stage operational constraints.
• Familiarity with BMS/BAS platforms, SCADA environments, or OPC-UA / Modbus industrial communications protocols.
• Working knowledge of rotating machinery fundamentals relevant to condition monitoring, including bearings, motors, pumps, fans, compressors, gearboxes, and conveyor drive systems.
• Familiarity with CMMS platforms such as IBM Maximo, SAP PM, UpKeep, or equivalent.

Responsibilities

• Produce post-deployment Value Realization Reports quantifying alerts generated, anomalies detected, maintenance actions triggered, and estimated financial impact; present them to customer economic buyers as the primary conversion document.
• Identify and create compelling events that drive procurement urgency, including PDM release milestones, fiscal-year budget cycles, and documented failure events.
• Maintain active Customer Success Plans and conduct quarterly business reviews across deployed accounts in Asia Pacific excluding China and Japan, and EMEA, across industrial manufacturing, commercial real estate, energy infrastructure, semiconductor fabrication, and related verticals.
• Maintain an account health register segmented by deployment status, trial age, last executive contact, platform utilization rate, and estimated commercial value.
• Monitor platform utilization indicators, including dashboard login frequency, alert acknowledgment rate, and sensor connectivity uptime, and escalate accounts showing declining engagement.
• Identify and document account expansion opportunities involving additional asset classes, facility locations, and edgeRX VISION upgrades; produce expansion proposals.
• Compile Voice of Customer reports for the Chief Product Officer and Product Group, and maintain a documented feature-request backlog aligned with the edgeRX roadmap.
• Build the Customer Success function from inception, including its account segmentation framework, success plan templates, QBR format, health-scoring methodology, CRM workflow configuration, and renewal playbook.
• Support the regional Sales Team in identifying sales opportunities.

Benefits

• Comprehensive benefits package per TDK Singapore employee benefit program.
• Performance-based variable compensation tied to conversion rate, NRR, and expansion revenue KPIs.
• Equity: TBD.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed