Customer Success Manager

About this role

We are seeking a Customer Success Manager (CSM) to join our team and help drive customer satisfaction, retention, and growth. As a CSM, you will be responsible for managing the post-sale relationship with customers, ensuring they derive maximum value from our product/service, and ultimately fostering long-term partnerships. You will collaborate with cross-functional teams to deliver exceptional customer experiences and ensure customer goals are met.

Requirements

Responsibilities

• Customer Onboarding & Implementation: Lead customers through a smooth onboarding process, ensuring successful product adoption and a positive initial experience.
• Customer Advocacy: Act as the voice of the customer within the organization, providing feedback and insights to improve the product and service.
• Relationship Management: Build strong relationships with key stakeholders to drive customer satisfaction and retention. Become a trusted advisor for customers and help them achieve their business objectives.
• Customer Support: Provide ongoing support and guidance to customers, ensuring they receive timely responses to inquiries and troubleshooting assistance when needed.
• Account Health Monitoring: Monitor the health of customer accounts using metrics such as usage data, NPS (Net Promoter Score), and customer satisfaction surveys. Proactively identify and address potential risks of churn.
• Upsell and Cross-Sell Opportunities: Identify opportunities to expand customer relationships by suggesting additional products, features, or services that could further benefit their business.
• Training & Education: Provide training sessions and resources to customers, ensuring they understand how to maximize the value of our product/service.
• Renewals and Contract Management: Oversee the renewal process and ensure timely, successful renewals for customers in your portfolio.
• Collaboration: Work closely with Sales, Product, and Support teams to ensure a seamless experience for customers and identify areas for product improvements.

Benefits

• Build and scale one of Southeast Asia's fastest-growing AI data operations businesses.
• Lead nationwide operations that support next-generation embodied AI systems.
• Significant ownership, autonomy, and career growth opportunities.
• Opportunity to shape the future of AI through real-world data collection at scale.