Customer Success Manager, APAC

## Customer Success Manager- APAC
** Position Purpose
** The Customer Success Manager serves as the primary owner of the client relationship across the full lifecycle from strategic planning, feature adoption, performance management, and long term account growth.

This role blends executive level relationship leadership with hands on program oversight to ensure clients achieve measurable outcomes, maintain strong product utilization, and receive proactive support that strengthens satisfaction and retention.

The Manager is responsible for developing comprehensive account strategies, solution optimization, maintaining overall customer health, driving expansion opportunities, and ensuring organizational resources collaborate effectively to meet performance expectations.

Travel requirements range from 5 to 25%, depending on client needs.
** Responsibilities:
** Strategic Relationship Connectivity
* Serve as the primary relationship owner for assigned clients, ensuring alignment with long term strategic objectives.
* Lead joint planning processes with client stakeholders to define multi year performance targets, strategic milestones, and program priorities.
* Establish and maintain productive, professional relationships with key customer personnel at all organizational levels.
* Drive strategic account growth by identifying opportunities for additional value, expansion and optimization.

Client Success, Program Health & Adoption
* Own customer success outcomes post go live, maintaining a comprehensive view of client health, engagement, and adoption.
* Lead regular program meetings to review performance, address emerging issues, share roadmap updates, and identify improvement opportunities.
* Monitor program metrics and reporting, escalating risks as needed and recommending technology or process enhancements.

Operational Execution & Performance Management
* Oversee execution of all operational and relationship requirements across assigned accounts, ensuring alignment with performance and quality expectations.
* Coordinate cross functional involvement from Customer Success, Implementation, Product Management, and Executive Management to meet client objectives.
* Ensure adherence to SLA commitments and clearly communicate performance status, risks, and remediation actions to internal and external stakeholders.
* Mediate and resolve program issues across stakeholder groups, promoting transparency, collaboration, and continuous improvement.

Contract Ownership & Commercial Responsibilities
* Own client contracts and renewals, including Statement of Work (SOW) development and lifecycle management.
* Support sales initiatives by identifying expansion opportunities (all Beeline brands), contributing account insights, and participating in sales related discussions as needed both internally and externally
* Contribute to financial and strategic account objectives as defined by senior management.

Internal Collaboration, Change Leadership & Communication
* Partner with leadership to roll out new company initiatives and drive adoption through clear communication and stakeholder engagement.
* Participate in organizational change management efforts supporting new processes, methodologies, or technology updates.
* Maintain accurate account documentation and provide regular reporting on client status, priorities, risks, and achievements.
** Requirements:
*** Bachelor’s degree or equivalent professional experience.
* Exceptional communication skills with the ability to influence across teams and organizational levels.
* Proven account and relationship management experience with a demonstrated ability to build, maintain, and strengthen customer relationships.
* Experience in customer facing roles within related industries (ideally 5 years+).
* Program, project, or operational management experience.
* Experience and/or understanding of change management projects or programs
** Desired

Competencies:

*** VMS and related technology user experience
* Strong analytical, problem solving, and strategic thinking capabilities.
* High attention to detail and strong organizational skills to manage complex, multi stakeholder programs.
* Ability to work autonomously…