Customer Success Manager - APAC

Novata is establishing its footprint in APAC and we are specifically looking for a Customer Success Manager who will roll up their sleeves. As a key member of the APAC team, this person will help develop our customer-success strategies, building strong relationships with customers and closely collaborating with the global customer success team and cross-functionally internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

More specifically, you will:

Help craft our support strategy & engagement for long-term retention of our customers in APAC.

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, satisfaction and renewal and beyond.
• Communicate effectively internally to better understand customer needs, maximize retention and growth, and share learnings
• Keep systems and people (Hubspot & PlanHat) updated with all client interactions to help inform data-driven decisions
• Be thoughtful about pipeline management around renewal and expansion revenue.
• Be creative in solving problems or answering questions that our customers have.
• Be proactive to ensure best practices are developed for future clients and internal teams.
• Collaborate with the product, marketing, & methodology teams to ensure client perspectives are included and prioritized appropriate

Responsibilities

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
• Work with sales and marketing teams to boost customer referrals and develop case studies

Requirements

• Three to five years of experience in communications, marketing, sales, account management, or customer success
• Strong skills in verbal and written communications, strategic planning, and project management
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Ability to work async and learn from a global team
• In addition:

• You believe that business can have a positive impact on the world,
• And that there is significant room for improvement in how businesses operate.
• You are a skilled communicator and translator
• You are your client’s biggest advocate.
• You want to create impact.
• You believe in yourself.
• You are interested in growing your career. We need leaders.
• You are nimble and curious.
• You have experience:
• Supporting Customers in the Private Equity or ESG space
• Creating value for your customers
• Building relationships
• Being creative and solving problems for your customers
• Renewing and expanding relationships with customers

Benefits

We want our employees to have the best opportunities at work and in life. We know that requires us to provide more than just a great place to work. We are committed to providing industry-leading benefits and flexibility that allows you to achieve all your life goals. Here are the important highlights:

• Competitive salary reviewed annually to account for market shifts
• Equity in the company (stock options)
• Comprehensive health benefits packages (medical, dental, vision, and pension)
• Robust leave policies (PTO, parental leave, VTO)
• Flexible work environment with full support for remote work
• Opportunities for personal and professional development
• An experienced, mature, and extremely enthusiastic team that thrives on collaboration

Anticipated Salary Range: SGD 8,000 to SGD 9,000 per month depending upon experience.