Customer Success Manager

About Qapita

Qapita is a Series B equity management software designed to assist startups and publicly listed firms. Serving over 2,000 clients across Asia, Australia-New Zealand, and the United States, it connects investors with more than 500,000 employees. The platform simplifies cap table management for startup founders, provides venture capitalists with comprehensive insights into their portfolio companies, supports fund administration and valuation reporting, and facilitates limited partner engagement. Additionally, Qapita helps both private and public companies oversee equity and cash incentive programs (commonly ESOPs). Beyond software, the company offers consulting on equity compensation and share plan design, along with valuation, financial reporting, and private market liquidity solutions tailored to shareholders and employees.

Role Overview

In light of Qapita's expanding client base, the company is seeking an experienced Customer Success Manager to serve customers in Southeast Asia and globally.

Key Responsibilities

• Develop and execute comprehensive customer success strategies aligned with critical phases of the customer journey, including renewals and relationship management.
• Collaborate closely with internal teams such as product, valuation, and consulting departments to provide insights that refine customer experiences.
• Lead strategic project initiatives aimed at enhancing product usage and adoption among clients.
• Design and implement engaging customer campaigns to inform and nurture clients about new product features.
• Regularly prepare reports on product adoption, usage patterns, and customer health metrics for leadership review.
• Drive efforts to maintain a healthy, qualified pipeline for contract renewals by experimenting with various approaches.
• Track and report essential metrics including renewal rates, customer churn, and customer satisfaction scores.
• Oversee operational functions to ensure achievement of targets and key performance indicators.
• Educate clients on best practices in equity management to enable them to meet their objectives effectively.

Required Qualifications

• Professional background comprising 2 to 4 years in a Customer Success role, preferably within finance, fintech, or SaaS sectors.
• Strong combination of strategic insight, data analysis, operational effectiveness, communication prowess, and teamwork capabilities.
• Expertise in organizing systematic workflows to deliver excellent customer service.
• Data-driven mindset with proficiency in adjusting strategies based on analytic findings and delivering results efficiently.
• Demonstrated success in managing stakeholders, identifying key customers, and collaborating across cross-functional teams.
• Technical familiarity with Customer Success tools and technologies is a valuable advantage.
• Exceptional empathy and relationship-building skills with a focus on customer-centricity.

Diversity and Equal Opportunity Commitment

Qapita embraces diversity as a driver of innovation and a means to better connect with clients and communities. The organization is committed to creating an inclusive environment where all employees feel respected, supported, and valued. Employment is offered without discrimination, welcoming applicants from varied backgrounds to contribute to reshaping private market equity management.