Manager, Customer Success, APAC

As a Manager, Customer Success (APAC), you will be accountable for value realisation and success of our APAC based customers as well as leading and mentoring our team of Customer Success Managers. You'll be charged with nurturing relationships with a portfolio of our key customers as well as being a trusted advisor to our clients and enabling them to get the best results from using ComplyAdvantage. 

About the role:

• You will be responsible for training, developing and mentoring our team of Customer Success Managers
• Setting & managing performance goals, and helping support your team in achieving their annual OKRs
• Portfolio of Mid-Market & Enterprise customers - manage a smaller book of your own set of customers from onboarding to training to adoption and beyond. You will be their dedicated contact and own the overall relationship with each client.
• Ensure that an implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, e.g. their technology team, compliance & risk teams
• Provide proactive service to our clients by helping them to increase adoption, improve utilisation and take responsibility for minimising churn and ensuring renewal
• Drive regional cross-sell and upsell in conjunction with the sales/account management team
• Play a primary role in shaping the product roadmap based on customer feedback
• Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc.
• Actively contribute towards market development work, e.g. working with marketing to create high quality collateral/content and working with the product team to define future requirements
• Function as the voice of the customer and provide internal feedback on how ComplyAdvantage can better serve our customers
• Working closely with Tech Support to provide ongoing help to our clients, responding to their queries and where needed coordinating across the various ComplyAdvantage teams to solve their problems

The ideal candidate

• 2+ years of managing/leading Customer Success teams
• Management of Customers above $200k ACV
• Demonstrated experience of mentoring peers to help in their own success
• A true passion for customers – fanatical about getting them the right outcomes and becoming their advocate
• Proactive self-starter that is able to solve problems and execute independently
• Strong team spirit and able to coordinate across teams and build consensus
• Good understanding of technology and familiarity with concepts such as APIs, cloud solutions a benefit
• Strong process management skills, won't drop any balls!

Nice to have

• Prior start-up experience a benefit
• Project management experience