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Customer Success Manager - Thailand

Use Insider
Bangkok, Thailand
Full Time
Posted November 26, 2024
Not Specified
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Application opens on company website

Job Description

A Customer Success Manager is responsible for driving customer adoption and retention by building strong relationships, providing training and support, and ensuring customers derive maximum value from the company's SaaS platform. The role involves coordinating with various teams to improve customer satisfaction and key success metrics.

Key Responsibilities

  • Proactively drive customer adoption and retention of the platform
  • Build and maintain relationships with customers to ensure maximum impact
  • Coordinate with Product Onboarding, Technical Account Management, and Account Management teams
  • Serve as the primary contact for partners
  • Orchestrate efforts to maintain high adoption and usage levels
  • Provide use case recommendations and assist with panel usage
  • Train new partners on platform use
  • Act as a consultant to optimize product usage based on partner needs
  • Monitor and improve metrics such as gross retention, CSAT, health score, and lock-in score

Requirements

  • Proven experience in building relationships with customers and ensuring the services they need to receive maximum impact, with a focus on driving adoption and retention.
  • Experience working in coordination with Product Onboarding, Technical Account Management, and Account Management teams, and acting as the primary contact of the partner.
  • Ability to orchestrate all efforts to keep adoption and usage high with driving value recognition.
  • Experience providing the best use cases according to the partner, helping with panel usage, and training new partners.
  • Ability to act as a consultant to help partners use products in the best way according to their needs.
  • Responsibility for maintaining and improving metrics such as gross retention, Customer Satisfaction (CSAT), health score, and lock-in score of the partners, including taking proactive actions to improve these metrics.

Benefits & Perks

Compensation/salary range (not specified in the posting)
Work schedule (not specified in the posting)
Work environment perks (not specified in the posting)
Opportunities for training and professional development
Involvement in socially progressive initiatives and community impact projects
Equal opportunity and inclusive workplace environment

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