Job Description
Enterprise Customer Success Manager (Remote - APAC)
About the Role
We are looking for a highly motivated Enterprise Customer Success Manager to join our growing team. This is an exciting opportunity to play a strategic role in reducing customer churn, driving product adoption, and supporting expansion within existing accounts. Our Customer Success team is dedicated to building strong relationships with clients, ensuring they have a seamless experience, and helping them achieve their business objectives with our solutions.
As a Customer Success Manager (CSM), you will be the trusted advisor for your assigned customers, guiding them through our diverse product offerings and ensuring they get the maximum value from our services. By understanding their needs, you will align expectations, recommend additional services, address challenges, and create tailored collaboration roadmaps to drive success.
To provide a personalized experience, our CSMs specialize in different customer segments:
Mass: Supporting SMEs and large businesses starting their journey with us.
Focus: Managing large enterprises with established annual recurring revenue.
Step Growth: Engaging with high-potential customers to foster long-term success.
What You'll Do
Onboard new customers and introduce them to our products and support processes, including cloud computing, Linux OS, data applications, storage, security, and more.
Manage a portfolio of enterprise customers in the APAC region, ensuring they receive proactive engagement and timely support.
Work closely with Sales, Field Engineering, and Support teams to develop and execute customer engagement plans.
Coordinate complex projects involving developers, IT managers, and key decision-makers across various industries.
Identify growth opportunities and renewal risks while collaborating with the Sales team to drive retention and expansion.
Advocate for customer needs internally, influencing product roadmaps, documentation, and processes to enhance satisfaction.
Support customers through reactive ticket requests and troubleshoot challenges effectively.
Create targeted engagement campaigns using digital touchpoints to strengthen customer relationships.
What We're Looking For
The ideal candidate is passionate about customer success and has a strong background in IT, cloud computing, or open-source technologies. We are looking for someone who is proactive, detail-oriented, and an excellent communicator.
Requirements:
Minimum 5 years of experience in IT-related roles with exposure to areas such as Linux OS, cloud computing, networking, security, storage, IoT, or migration projects.
Strong customer-facing skills with a passion for technology and innovation.
Excellent presentation and communication skills to explain complex software solutions effectively.
Experience in managing and optimizing internal processes while delivering outstanding customer service.
A team player with the ability to collaborate across multiple departments and levels.
Knowledge of agile methodologies and project coordination best practices.
Bonus Skills:
Experience with Salesforce, Jira, or other CRMs.
Proficiency in additional languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian (in addition to English).
What We Offer
We believe in recognizing talent and offering a competitive, transparent compensation structure that reflects experience, performance, and location. In addition to base salary and annual performance bonuses, we provide:
Remote-first work environment with biannual in-person team sprints.
Learning & development budget of $2,000 per year.
Annual compensation reviews to reward outstanding contributions.
Recognition rewards for achievements.
Generous holiday, maternity, and paternity leave.
Employee Assistance Program for wellness support.
Opportunities for international travel to connect with global colleagues.
Priority Pass for travel benefits on long-haul business trips.
Join Us!
If you are passionate about helping customers succeed and thrive in a fast-paced, technology-driven environment, we'd love to hear from you. Apply today and be part of a team shaping the future of open-source solutions and enterprise success!
We are committed to diversity, inclusion, and equal opportunities for all applicants, regardless of background, identity, or experience.
#LI-Remote
Employment Type: Full-Time
Salary: $ 52,000.00 139,000.00 Per Year
Job Tags
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