Customer Success Manager

• Build and foster executive-level trusted advisor relationships with the customer’s IT, Engineering and Support organizations.
• Demonstrates hands-on PagerDuty Product knowledge by applying it to the customer's business priorities.
• Guide a customer on process, people and change management best practices to drive customers adoption of real time operations.
• Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.
• Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline.
• Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth.
• When appropriate, recommend additional expert services needed to drive success.
• Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates.
• Represent the voice of the customer to inform our sales process or product roadmap.
• Lead the cross functional post-sales team at PagerDuty, delivering a seamless experience on behalf of the customer.
• Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions.
• Predict and forecast risk, renewal and expansion within the customer portfolio.

Strategic Customer Success Manager

• Exemplify strong customer facing skills and stakeholder management
• Take ownership for the customer’s product adoption of Cloudera products and Success Plan
• Have experience operating on-site with large enterprise customers
• Liaise and facilitate with key internal and external stakeholders
• Have clear and concise communication skills
• Take an Ownership mentality over your customers and work
• Be comfortable with program, project management
• Demonstrate best practices and ability in managing stakeholder escalations to mutually agreeable outcomes
• Develop & leverage reports, dashboards, and data to summarise customer engagements and statuses, both to internal audiences as well as back to your customers.
• Analyse customer activity and data across the Cloudera organisation, including from Sales, Support, Professional Services, & Training to identify trends, gaps, or issues from and communicating/actioning those to stakeholders (internal and external).

• Cultivate strong, trusted relationships within the assigned account base, acting as the primary point of contact for commercial and success-related matters
• Collaborate with Account Executives (AEs) to develop and maintain a strategic account plan aligned with customer objectives, with quarterly revisions
• Own the target quota for the assigned customer portfolio. Proactively work with AEs for expansion opportunities, including cross-sell of new products, expansion into new use cases/departments/geographies, plan and pricing reviews, and win-backs/reactivations
• Lead commercial conversations and negotiations for upsells, renewals, and plan changes, working with CS + Sales Leadership where needed for larger or more complex deals
• Monitor customer satisfaction via business reviews, adoption, and CSAT/NPS scores to prevent or mitigate churn risk
• Actively retain and renew customers, securing commercial renewal terms and ensuring a positive experience throughout the lifecycle
• Maintain and protect baseline GP across the portfolio, adjusting commercial levers as needed based on customer interactions and proactively resolving margin erosion
• Work with Account Executives on stakeholder mapping to support deeper departmental penetration within strategic accounts
• Lead Executive Business Reviews (EBRs) at least annually for top strategic accounts, and Quarterly Business Reviews (QBRs), to uncover upsell, cross-sell, and retention opportunities
• Gather customer feedback and facilitate timely issue resolution, liaising with Support, Billing, and TAM functions as required

Customer Success Manager III

• Customer Relationship Leadership - Build and maintain C-suite relationships with CFOs, Chief Tax Officers, Tax Directors, Finance Directors, and Controllers
• Business Value Delivery - Demonstrate quantifiable ROI and business impact through metrics
• Revenue Growth & Retention - Achieve 95%+ logo retention and 120%+ Net Revenue Retention targets
• Expansion & Upsell - Identify and qualify expansion opportunities
• Product Adoption & Value Realization - Drive product adoption across all licensed solutions
• Training & Enablement - Coordinate comprehensive onboarding programs
• Customer Advocacy & Voice of Customer - Convert satisfied customers into referenceable advocates
• Product Feedback & Innovation - Serve as primary conduit for customer feedback

Customer Success Director

• Build, develop and manage relationships with a variety of Senior and C-Level clients of tech companies in Greater China region
• Introduce Gartner services and capabilities to new clients
• Lead client calls, understand client priorities, and recommend a program of action
• Collaborate with internal Gartner partners to maximize value and overcome obstacles

Client Success Manager, China Market

• grow your individual book of business within your portfolio of existing accounts
• proactively engage and reach out to your accounts on a regular basis
• build relationships to identify, qualify, sort, and develop cross-sell and up-sell opportunities
• communicate with customers and react to client requirements quickly and efficiently
• analyze and understand customer needs to present suitable solutions
• maintain strong relationships with stakeholders to ensure customer satisfaction

• Manage Customer Success team activities related to onboarding, training, and professional development of team
• Enhance effectiveness and efficiency through technology and processes for Customer Success functions
• Measure effectiveness of Customer Success by tracking operational metrics, identifying areas of strength and improvement, strategizing to improve, and providing reports to leadership
• Collaborate with other teams and departments to drive customer engagement, satisfaction, and retention
• Align with other teams and departments to inspire Customer Success activities across Jamf
• Collaborate with Go-To-Market leaders and other leadership teams to deliver an optimal customer lifecycle
• Advocate for the needs of the customer cross-departmentally
• Mentor and be an escalation point for customer satisfaction or engagement issues
• Other duties and special projects as assigned
• Travel between 20 – 40 % to attend events specific to your role including international travel.

Customer Success Manager jobs in Singapore

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Strategic Customer Success Manager

Strategic Customer Success Manager

Customer Success Manager III

Customer Success Director

Client Success Manager, China Market

Customer Success Manager

Manager, Customer Success – APAC