Customer Success Manager

• 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.

Manager, Customer Success – APAC

• Engage with 'accounts at risk' to prevent churn.
• Drive product adoption and maximize customer value.
• Escalate complex issues.
• Debug and resolve workflow issues.
• Drive onboarding and deployment for new clients.
• Deliver training sessions to customer teams.
• Share customer insights with the product team.

• Own relationships with a portfolio of advertising partners, serving as their primary point of contact.
• Guide advertisers through onboarding and campaign launches to ensure strong adoption of OpenAI’s ads products.
• Analyze campaign performance and provide clear, actionable recommendations to improve outcomes.
• Identify opportunities to expand partnerships through increased product adoption and incremental investment.
• Partner cross-functionally with Sales, Product, Analytics, Policy, and Operations to resolve issues and enhance platform value.
• Surface advertiser feedback and insights to inform product improvements and long-term strategy.
• Help build scalable processes and best practices that support the growth of OpenAI’s advertising ecosystem.

Customer Success Manager, Ads Solutions

• Ensure customer success by driving full value realization of the Segment platform.
• Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy.
• Manage the customer relationship, acting as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing.
• Cultivate strong relationships with technical and business teams to drive engagement.
• Identify and expand opportunities to deepen customer engagement and account growth.
• Collaborate with internal teams to optimize implementations and resolve complex technical challenges.
• Build and nurture new stakeholder relationships to unlock expansion opportunities.
• Partner with Sales on account renewals and expansion strategies.
• Analyze your portfolio to prioritize high-impact risks and opportunities.
• Proactively identify risks, prioritize opportunities, and develop mitigation plans for high-impact accounts.
• Become a Segment platform expert while staying current with industry trends in data and analytics.
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams.

Senior Customer Success Manager

• Own customer health for assigned global strategic accounts (engagement, satisfaction, stability, retention) across APAC.
• Lead executive business reviews, operational service reviews, and strategic planning discussions.
• Partner closely with APAC Facilities/Operations leadership to ensure safe, reliable delivery and act as an escalation leader/“air cover” for frontline teams.
• Oversee end-to-end service delivery including onboarding coordination, SLA performance validation, and service credit alignment.
• Proactively identify renewal signals and growth opportunities, while assessing and managing risks (operational, financial, adoption, renewal/churn) and drive mitigation plans.
• Coordinate customer escalations with clear communication, root-cause transparency, and timely resolution.
• Drive service improvement initiatives and coordinate customer audits end-to-end.
• Contribute to the Global Customer Success community through mentoring and cross-regional collaboration.

Senior Customer Success Manager, Global Accounts – APAC

• Leads the Regional / Sub Regional Customer Success teams aligned to the Global Operating Model to achieve Business Unit and corporate goals and objectives.
• Accountable for developing and maintaining Regional / Sub Regional Customer Success relationships with all internal cross functional teams to ensure scope and policies of the Customer Success function are clear and adhered to.
• Responsible for implementation of Global Customer Success defined responsibilities and processes including Customer Health, Customer Lifecycle, and Customer Onboarding within the Region / Sub Region.
• Accountable for attainment of appropriate key performance indicators to measure the success of the overall Customer Success function within the Region / Sub Region across in scope customers.
• Accountable for overall post sales customer health for in scope customers across Client Engagement – Meeting cadence, attendance, frequency.
• Service Management – SLA attainment including implementation and support risk.
• Financial Health – Aged debt and churn risk.
• Product utilization – Customer consumption and awareness gap.
• Support Regional / Sub Regional Customer Success Managers and teams with Attendance at customer facing service review & CBR/EBR meetings.
• Enhanced Red event customer communication during & post incident.
• Regional service-related customer escalations and complaints.
• Represent Regional / Sub Regional Customer Success on Global internal initiatives that impact the customer journey through change in system, process, and product.
• Accountable for identifying and driving opportunities for service improvement through accountable Global functional teams and process owners.
• Leads and oversees the in-scope Regional / Sub Regional Customer Success team including direct and indirect relationships ensuring all HR requirements are adhered to including providing mentoring, coaching, and the annual people management processes.
• Develop strategically plans for budget management including resource optimisation and workforce allocation.
• Represent the Customer Success team globally and across regional and sub-regional management meetings to ensure alignment to the global operating model, engaging with teams in other regions as required.
• Responsible for effectively navigating and fulfilling duties within our global matrix organisation, ensuring seamless cooperation and synergies across various functional teams and regions.

Head of Customer Success – APAC

• Serve as the primary point of contact and advocate for assigned customers.
• Collaborate with the Sales team to ensure a seamless and customer-focused sales, orientation, and launch engagement process.
• Cultivate strong relationships with customer stakeholders, up to the C-level executives.
• Develop a deep understanding of each customer’s identity and access governance landscape and their unique business challenges, providing expert advice on potential solutions leveraging the Saviynt product suite.
• Build and maintain trusting relationships with customers and executive sponsors to drive product adoption and ensure they achieve full business value from their Saviynt investment.
• Partner effectively with internal Saviynt teams, including Product Development and Support, to align product roadmaps and support activities with the customer's business case and strategic objectives.
• Represent the voice of the customer in internal prioritization processes, advocating for their needs and ensuring their perspective is considered.
• Proactively prepare for critical customer events such as go-lives and product releases, ensuring smooth transitions and minimizing potential disruptions.
• Develop and maintain comprehensive success plans for each customer within your portfolio, outlining key objectives and strategies for achieving them.
• Develop and diligently monitor key performance indicators (KPIs) related to customer success, conducting regular business reviews to identify necessary corrective actions and ensure progress towards goals.
• Monitor and analyze customer utilization trends, providing proactive recommendations based on identified risks and the evolving needs of our customers.
• Plan and deliver educational initiatives for customers on new product features and releases, maximizing their understanding and adoption of new capabilities.
• Aware of the renewal pipeline for your assigned customers, identifying and mitigating potential at-risk accounts to ensure successful and timely renewals.
• Contribute to transformation and process improvement initiatives across the organization, enhancing efficiency and effectiveness in our customer engagement strategies.

• Own and manage the full customer lifecycle: onboarding, adoption, training, and renewal
• Build strong, proactive relationships with customers across Southeast Asia
• Identify and support opportunities for upsell and cross-sell in partnership with Sales
• Coordinate with internal teams to resolve customer issues quickly and effectively
• Collaborate with Customer Support Engineers to ensure seamless communication and delivery
• Collect and share customer feedback to improve product and service quality
• Track success metrics and use data to inform customer strategy and engagement

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