APAC Customer Success Manager

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia KNOLSKAPE Solutions Pvt. Ltd. Full time
Customer Success Role at KNOLSKAPE Solutions Pvt. Ltd.

KNOLSKAPE Solutions Pvt. Ltd. is seeking a seasoned APAC Customer Success Manager to lead our APAC Customer Success team. The ideal candidate will be responsible for driving customer satisfaction, retention, and overall success.

This role involves overseeing the development and maintenance of strong customer relationships, ensuring CSMs are effectively managing customer accounts, and developing strategies to improve customer retention and reduce churn. Additionally, the successful candidate will act as an escalation point for complex customer issues, work with CSMs and other departments to resolve issues promptly, and gather and analyze customer feedback to identify trends and areas for improvement.

The APAC Customer Success Manager will also track and analyze key metrics related to customer success, provide regular reports to senior management on the performance of the CS team, and serve as the voice of the customer within the company. Furthermore, this role requires close collaboration with the sales team to ensure a smooth handoff from sales to customer success and with the marketing team to create materials and campaigns that support customer success efforts.

The successful candidate will possess strong leadership and team management skills, excellent communication and interpersonal skills, and the ability to analyze data and use metrics to drive decisions. They will be a strategic thinker with a customer-centric mindset and have a proven track record of delivering results in a SaaS or EdTech environment.

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