Senior Customer Success Manager

You will manage a strategic portfolio of mid-market APAC accounts, monitoring customer health, engagement, satisfaction, retention, and expansion opportunities. You will build account plans, guide operational and executive stakeholders, lead renewals and commercial negotiations, and run strategic business reviews. You will also mentor peers on complex renewals and escalations, support new CSM onboarding, improve regional playbooks, and share customer-success insights with cross-functional partners.

Responsibilities

• Own customer health, retention, and expansion across a mid-market portfolio
• Build relationships with operational and executive customer stakeholders
• Develop account plans, success metrics, and long-term customer strategies
• Lead renewal cycles, retention forecasting, and commercial negotiations
• Identify expansion opportunities and partner with Product to position additional solutions
• Run strategic business reviews and success discussions
• Guide peers on complex renewals, escalations, and stakeholder situations
• Share best practices for account planning, health-score interpretation, and renewal forecasting
• Support the onboarding and ramping of new Customer Success Managers
• Improve regional playbooks, tools, and enablement content
• Represent customer success insights in cross-functional forums

Requirements

• Native Mandarin speaker
• Experience in Customer Success, Account Management, or Renewals within B2B SaaS
• Experience managing mid-market customers with complex workflows
• Retention and renewal strategy skills
• Pipeline forecasting skills
• Ability to drive expansion
• Experience using AI-based tools for customer insights, health scoring, and workflow automation
• Experience running executive-level business reviews
• Commercial negotiation skills
• Ability to lead through credibility and example in a global cross-functional environment

Benefits

• Share Options
• 25 days of annual leave in addition to Singapore Public Holidays
• Health insurance
• Personal training budget
• Laptop and equipment
• Home office allowance
• Full access to Spill Mental Health Support