Full Time Customer Success Manager (APAC) Jobs, in Respond.io Federal Territory - Maukerja

Location: APAC

Department: Success Department

Role: Customer Success Manager (APAC)

Mode: Full-time

About *************

Founded in Hong Kong in early 2017, ************* is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email — all in one place.

Trusted by businesses in over 127 countries and recognized by G2 and SME100, ************* enables fast-growing companies around the world to capture, convert, and retain customers at scale.

We operate as a globally distributed team with employees based around the world, contributing to a diverse and inclusive culture. Join us, and be part of a team that is shaping the future of customer conversation management!

Our Culture

At *************, we move fast, work smart, and always keep our customers at the heart of what we do. Here’s what we stand for:

• Solve Customer Problems: Every effort must solve real customer pain points. No guesswork—just real feedback and clear value!
• The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast.
• 100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first.
• Be Direct: We give honest feedback, and tackle problems head-on. Clarity moves us forward!
• Own It and Support Each Other: We step up, help out, and drive outcomes—together.
• Build Human Connections: Work is better when we trust, care, and celebrate wins together. We’re a team!

Role Description

At *************, the role of Customer Success Manager is pivotal to our company's success. As a Customer Success Manager, you will be the go-to resource for top-tier customers to ensure successful product adoption and retention. This role entails handling clients onboarding, clients retention, and success planning.

Our ideal candidate will have the experience of working in a B2B SaaS company, and handling a fair share of different business processes. We are seeking someone who can ensure that our clients receive a great experience while working with us.

Responsibilities

• Collaborate closely with customers to understand their goals and help them maximize the value of the ************* platform
• Assist customers during the onboarding process, ensuring a positive and smooth experience
• Develop and maintain strong relationships with both internal and external stakeholders
• Act as a point of contact for customer issues and ensure timely resolution
• Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the ************* platform
• Monitor and report on customer satisfaction and platform usage
• Focus on maintaining high customer satisfaction and retention rates
• Acquire in-depth knowledge of the ************* platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells

Qualifications

• 3+ years of B2B SaaS experience in Customer Success, Consulting, and Account Management
• Experienced in working with international customers and handling global accounts
• Attentive listener with an ability to address customer concerns effectively
• Strong communication skills in English to convey complex ideas clearly
• Skilled in negotiating complex renewal contracts in a SaaS environment
• Proficient in optimizing complex business processes
• Familiarity with business messaging platforms, CRM systems, and Customer Success tools
• Passionate about digital transformation and understanding diverse businesses
• Ability to provide customer feedback and insights to various departments for product improvement
• Deep understanding of our products, industry trends, and competition
• Able to quickly grasp technical concepts and keen to become an expert in our software
• An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference

Here's what's in for you

• You will become part of an amazing culture with smart, collaborative teammates who actually care about each other's growth and success.
• You will grow more here than you would anywhere else, that is a promise.
• Virtual events like talent shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are!
• We offer a highly competitive compensation package.
• You'll receive a medical allowance to support your health and wellness needs.
• Flexible working environment and working hours that fit your lifestyle, wherever you're based.