About the Role
The role is responsible for guiding clients through onboarding, driving product utilization, and fostering strong relationships to ensure retention and expansion across the APAC market.
Responsibilities
- Onboard new enterprise clients efficiently and ensure smooth activation of services
- Monitor client health metrics and proactively address potential risks
- Serve as the primary point of contact for customer success throughout the lifecycle
- Collaborate with support and technical teams to resolve complex issues
- Drive adoption and engagement through regular check-ins and training sessions
- Identify upsell and expansion opportunities through customer insights
- Prepare and deliver business reviews to customer stakeholders
- Track and report on renewal forecasts and retention performance
- Gather customer feedback and share with product and engineering teams
- Develop success plans tailored to individual client goals and use cases
- Coordinate with sales during renewal periods to ensure seamless transitions
- Maintain accurate records of customer interactions in CRM systems
- Advocate for customer needs internally to improve service delivery
- Stay updated on product changes and industry trends in cybersecurity
- Support the creation of best practice documentation for clients
- Participate in post-implementation optimization discussions
- Escalate critical issues with clear context and suggested actions
- Ensure compliance with contractual service level agreements
- Foster trust through consistent, professional communication
- Contribute to team knowledge sharing and process improvements
- Manage multiple accounts with varying levels of complexity
- Respond promptly to customer inquiries across email and video channels
- Track customer goals and measure progress against key milestones
- Promote platform features that align with customer objectives
- Maintain cultural sensitivity when engaging with diverse APAC markets
Compensation
Competitive salary with performance incentives
Work Arrangement
Remote position with flexibility across APAC time zones
Team
Part of a global customer success team focused on enterprise clients
Why This Role Matters
- This position plays a critical role in ensuring customers achieve measurable value from the platform, directly influencing retention and growth in a high-potential region.
- Success in this role strengthens long-term client partnerships and shapes product improvements through real-world feedback.
What We Offer
- Opportunity to work with leading organizations across diverse industries.
- Access to ongoing training and career development programs.
- Inclusive culture that values initiative and customer impact.
Not applicable for remote roles
