Customer Success Manager - APAC

What you will be doing

We are looking for a Customer Success Manager to help us build our SaaS-based anti-money laundering solutions, which empower organizations to fight financial crime! We are building cutting-edge solutions that help create a safer world and stop money from ending up in the hands of criminals.

You will join the customer success team, where you will be charged with nurturing relationships with a portfolio of our customers.

You will be a trusted advisor to our clients helping them to get the best results from using the platform while feeding back ideas to the product development teams.

As a Customer Success Manager, you will

• Manage a portfolio of Mid-Market customers, from onboarding to training to adoption and beyond


• Be the dedicated contact and own the overall relationship with your clients


• Ensure that a implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, e.g. their technology team, compliance & risk teams


• Provide proactive support to our clients by helping them to increase adoption, improve utilization and take responsibility for minimizing churn and ensuring renewal


• Provide ongoing support to our clients, responding to their queries and coordinating across the various ComplyAdvantage teams to solve their problems


• Drive cross-sell and upsell, expanding contract revenue in conjunction with the sales/account management team


• Play a primary role in shaping the product roadmap based on customer feedback


• Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc.


• Actively contribute towards market development work, e.g. working with marketing to create high quality collateral/content and working with the product team to define future requirements


• Function as the voice of the customer and provide internal feedback on how ComplyAdvantage can better serve our customers

About you:

As a Customer Success Manager, you will

• Have a true passion for customers – fanatical about getting them the right outcomes and becoming their advocate


• Ideally have 2+ years in a similar role, with proven experience working with mid-market accounts in a B2B environment


• Possess a good understanding of technology with familiarity of concepts such as APIs and cloud solutions


• Be a proactive self-starter that is self-directed and able to solve problems and execute independently


• Have strong process management skills, you will be able to manage a varied workload with multiple deadlines


• Possess strong relationship management skills and the ability to coordinate across teams and build consensus


• Ideally have previous project management experience and have worked in a start-up previously

What’s in it for you?

• Competitive salary aligned to your skills and experience


• Equity as we want you to have a part of what we are building


• We embrace a hybrid approach that requires employees to be in the office for two days a week.
  
  We strongly believe that this approach fosters collaboration and enables the building of meaningful relationships


• You will also get an annual budget of SG $400 to kit out your home office


• Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve


• Annual learning budget to drive your performance and career development


• Enhanced parental leave and childcare benefits


• Medical insurance through Bupa with pre-existing conditions covered


• Pension contribution through The Peoples Pension