Customer Success Manager – APAC

Freightos

Customer Success Manager enhancing user adoption and platform value at Freightos, the global freight booking platform. Focused on post-onboarding lifecycle for enterprise accounts in the APAC region.

Posted 7/10/2026full-timeRemote • 🇨🇳 ChinaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Drive Platform Adoption & Account Health
Own the post-go-live lifecycle for designated regional accounts to maximize user adoption and platform value.
Proactively monitor account health to identify low-usage trends, friction points, and churn risks early.
Identify expansion opportunities by helping customers scale usage across new workflows and internal teams.
Partner with Sales / Account Management by providing regular updates on client health, risks, and growth signals.
Deliver Enablement & Training
Lead post-onboarding training sessions, advanced product refreshers, and best-practice workshops for clients.
Ensure a smooth transition for customers moving from initial onboarding into long-term customer success.
Support scalable education by contributing to user documentation, training guides, and self-service content.
Client Escalations Management
Act as the primary customer point of contact for complex, high-priority, or post-go-live technical issues.
Coordinate cross-functionally with Operations, Product, Engineering, PMO to build clear resolution paths.
Provide customers with clear and timely updates throughout the lifecycle of key customer requests and critical escalations.
Enable Commercial Teams & Feedback Loops
Absorb non-commercial operational tasks to free up Sales and Account Management teams for revenue-generating activities.
Maintain clear boundaries by supporting adoption and customer experience without taking on commercial quota or contract ownership.
Translate customer insights and product feature gaps into structured feedback for the Product and Operations teams.

Requirements

What you’ll need

2+ years of experience in Customer Success, Customer Experience, Account Management, Solution Consulting, Implementation, or high impact customer facing role
Strong experience working with B2B SaaS, logistics technology, freight forwarding, marketplaces, or supply chain solutions.
Experience managing enterprise, mid-market, or strategic customers.
Strong understanding of the post-golive customer lifecycle, including adoption, enablement, customer health, retention, and value realization.
Ability to identify churn risks, adoption gaps, and customer experience issues early.
Strong communication, stakeholder management, and problem solving skills.
Ability to work cross-functionally with Sales, Account Management, Product and Operations.
Comfortable creating structure in a fast moving environment where ownership is not always clearly defined.
Strong documentation and process mindset.
Strong verbal and written English communication skills.
Relevant regional language skills (Chinese, Korean, for example) are a strong plus.
Experience working with customers across multiple time zones.

Benefits

Comp & perks

Statutory benefits in accordance with local regulations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer ExperienceAccount ManagementSolution ConsultingImplementationChurn Risk IdentificationAdoption Gap AnalysisDocumentationProcess MindsetTraining DevelopmentUser Enablement

Soft Skills

Strong CommunicationStakeholder ManagementCross-Functional CollaborationProblem SolvingAdaptability