Customer Success Manager, Scale Program

We are seeking an exceptional Customer Success Manager, Scale Program to join our team. In this role, you will be responsible for managing a large portfolio of customers and driving adoption and advocacy in our customer base across Asia and ANZ. You will play a key role in keeping our customers engaged through creative 1:many engagement programs, monitoring customer health, and engaging with customers as needed. Additionally, you will be responsible for managing customer retention and renewals, running scale programs and campaigns, and identifying risks and opportunities for customer usage.

• Manage a large portfolio of customers in a 1:many model
• Drive adoption and advocacy in the customer base across Asia and ANZ
• Assist with scalable programs and campaigns
• Develop and implement creative 1:many engagement programs including events, webinars, and email campaigns
• Proactively monitor customer health and engage 1:1 with customers as needed
• Drive customer retention and renewals for scale accounts
• Run scale programs and campaigns to increase platform adoption and build customer advocates
• Develop methods for monitoring customer usage and identifying risks
• Collaborate with other account team members for account interventions

• Exceptional Customer Success Manager, Scale Program
• Experience in managing a large customer base
• Ability to drive adoption and advocacy in a large customer base
• Proficiency in managing customer engagement through 1:many engagement programs, events, webinars, email campaigns, and other tech-touch strategies
• Proactive monitoring of customer health and engagement
• Ability to engage with customers 1:1 at critical points in the customer journey
• Experience in customer retention and renewals for scale accounts
• Ability to run scale programs and campaigns to increase platform adoption and build customer advocates
• Proficiency in monitoring customer usage and identifying risks
• Collaboration with other account team members for account interventions

• Customer Retention management
• Engagement at Scale management
• Account Interventions
• Opportunity to work with cross-functional teams
• Opportunity to analyze and interpret customer data
• Opportunity to work with Integration Platforms
• Opportunity to adapt to a dynamic start-up environment
• Opportunity for problem-solving and analytical thinking
• Opportunity for interpersonal, communication, and collaboration skills development
• Opportunity to work in an ambiguous and quickly-changing environment
• Opportunity to contribute to the power of automation in driving business value
• Opportunity to develop strong organizational skills
• Opportunity to develop a strong sense of customer empathy and customer-centrism