Senior Customer Success Manager, APAC

Join the world’s only threat and risk intelligence business integrating leading-edge AI technology with human expertise in a SaaS-based solution. Founded on the premise of “delivering critical insights first”, we are helping the world’s largest organizations and essential government agencies to safeguard their operations from geopolitical and physical risks by helping them forecast potential threats, monitor unfolding threat events, and contextualize those threats to support strategic and actionable decision making.

About the Role:

We are looking to hire an experienced and motivated Senior Customer Success Manager to retain and grow our current book of business in APAC. Globally, we support over 450 corporate security and GSOC teams, providing users with the critical foresight and intelligence that they need to protect their people and assets. You can work in a fun, fast-paced and challenging environment with dedicated and passionate teammates, supporting clients in the navigation of threats, to ensure their people and assets are safe.

Responsibilities:

• Implement and develop a tailored plan to ensure that our existing book of business in APAC achieves our growth targets.
• Develop a strong understanding of clients and provide unparalleled support through the lifecycle of a contract, putting the organisation in the best position possible for future growth.
• Maintain a highly dynamic, mutual growth-focused collaboration with our key partners
• Capture and provide client feedback for our development and production teams to continue adding value to the client’s mission.
• Responsible for achieving account retention, renewal timeliness and account growth metrics.
• Responsible for good, proactive account management and use of CRM tools.

Required Qualifications:

• Have in-depth knowledge of a corporate security function, GSOC and/or threat intelligence function.
• Have SaaS and/or account management experience.
• Have experience working directly with high touch customers, must be able to create, edit, research, evaluate, analyze, and fuse data from multiple sources and datasets to appropriately communicate the value of real-time threat monitoring to clients
• Understand customer goals, plans, challenges, timeline, budget, and authority.
• Have a passion for building and maintaining relationships with customers.
• Understand the importance of customer's goals, outcomes and operational processes to integrate our SaaS platform into customer workflows.
• Ability to effectively work with a wide range of internal and external stakeholders from entry-level employees to C-suite executives.
• Self-motivated with the ability to work in fast-paced, changing environment.
• Genuine customer empathy.
• Organized and strong time management skills.
• Excellent written & verbal communication.
• A thirst for knowledge and growth in a start-up environment.
• A sense of urgency and persistence.
• Team player.
• Flexibility and dynamism – we are a small company that moves fast.

Desired Qualifications

• Bachelor's degree in related field or equivalent work experience.
• Experience in engaging with corporate security or intelligence functions a bonus.
• 4-7 years of enterprise software or SaaS customer success/account management/sales with a demonstrated track record of success.
• Experience working with sales, account management, product, and engineering teams.
• Ability to communicate complex concepts to a wide range of audiences.
• Ability to think on your feet and problem-solve in real time.