Customer Success Manager - APAC

About the Role

We are seeking a dedicated Customer Success Manager to join our expanding team in the APAC region. This role involves managing the full customer lifecycle for high-value and strategic clients, driving onboarding, adoption, and ongoing customer satisfaction. You will coordinate the implementation process and cultivate long-term strategic partnerships by leveraging deep product knowledge and industry expertise to support hiring workflows.

Key Responsibilities

• Manage and own a portfolio of enterprise customers in the APAC region, ensuring successful onboarding and sustained value delivery.
• Build strong, trusted relationships with senior customer stakeholders, overseeing customer health, risk mitigation, and value maximization.
• Collaborate cross-functionally with sales, product, support, professional services, and operations teams to deliver seamless customer experiences across all stages of the customer journey.
• Direct end-to-end project management for implementations, including scoping, stakeholder alignment, setting project plans, and ensuring timely delivery of milestones.
• Serve as the primary guide to customers during implementation, ensuring smooth transitions to ongoing account management.
• Travel up to 10% as required for strategic engagements within the APAC region.
• Develop expert knowledge of the product and sector to tailor configurations, workflows, and training that address each customer's hiring challenges.
• Proactively perform change management to facilitate successful adoption of new systems and processes.
• Analyze customer data and feedback to evaluate adoption levels, identify risks, and refine service delivery strategies.
• Take initiative in establishing best practices and processes as the first dedicated Customer Success Manager in the APAC region.

Requirements

• Minimum of 5 years experience in Customer Success within B2B SaaS environments, preferably supporting enterprise or strategic accounts with complex and configurable products.
• Strong experience combining hands-on implementation and long-term customer success ownership.
• Proven ability to build multi-threaded customer relationships with senior leadership.
• Experience managing complex projects and coordinating multiple stakeholders effectively.
• Skilled at working independently in remote environments and comfortable with some travel.
• Technical curiosity and aptitude for understanding product intricacies, troubleshooting issues, and advising on best practices.
• Sound change management skills to guide customers through new workflows and adoption challenges.
• Excellent communication skills, able to simplify complex ideas for diverse audiences.
• Data-driven mindset, using metrics and insights to improve customer outcomes and processes.
• Ability to adapt and thrive in a start-up environment, contributing to regional development and scaling strategies.

Preferred Attributes

• Experience or background in recruiting, hiring management, or interviewing is advantageous but not mandatory.

Why This Role Might Not Be a Fit

• If you prefer limited, transactional customer interactions instead of hands-on partnership-driven engagements.
• If your preference lies heavily in commercial account management focusing on renewals or upselling rather than implementation and adoption.
• If you avoid hands-on configuration, project management, and change management tasks.
• If you seek to work with simple, non-configurable products rather than complex, configurable platforms.

About the Company

We develop next-generation enterprise software focused on empowering talent leaders, recruiters, and hiring managers to improve revenue and efficiency through data-centered talent strategies. Backed by prominent investors and serving thousands of clients such as Snowflake, OpenAI, and Shopify, our company showcases strong growth, remarkable retention, and long-term financial stability.

Interview Process

• Initial recruiter screening (30 minutes).
• Hiring manager interview (45 minutes).
• Discussion with the implementation team (30 minutes).
• Implementation or customer scenario presentation (45-60 minutes).
• Extended panel interview (approximately 2 hours).

Benefits and Additional Information

• Stock options with a 10-year exercise period.
• Unlimited paid time off with an expectation of at least four weeks annually.
• Generous paid family leave offerings.
• Substantial allowances for equipment, software, and office furniture to ensure productivity and comfort.
• Monthly education allowance of $100, with additional funding for higher-cost training upon approval.

We are committed to equal employment opportunity, valuing diversity and inclusivity across all backgrounds and identities. Our hiring process is designed to be fair and transparent, with the potential use of AI tools to support candidate assessment.

Compensation

The salary range for this position is AUD 135,000 to AUD 189,000 annually.