Small Business Customer Success Manager, APAC Market
Core
Drive value realization and growth for Aircall's digital touch customer segment in the APAC market through data-driven engagement and self-help empowerment.
Role type
Small Business Customer Success Manager (Digital Touch)
Builds
Customer retention, expansion, and adoption of self-help resources for Aircall's communication platform
Domain
SaaS / Customer Communications / AI Voice
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer success management, data-driven account analysis, churn and expansion metric tracking, digital touch engagement, webinar delivery, stakeholder advocacy
Preferred skills
Sales experience, previous similar environment experience
Technologies
Aircall platform, data dashboards, self-help resources
Responsibilities
Oversee a pool of customers to drive successful value realization; Adopt a data-driven approach to growing and nurturing the digital touch segment; Evaluate and implement metrics to monitor account development (churn, contraction, expansion, health, satisfaction); Maintain frequent pulse on customer utilization and performance metrics; Use a digital touch approach to drive customers through the ideal customer journey; Engage with customers to upsell additional product/services; Deliver expertise through one-to-many interactions (webinars, office hours, e-guides); Collaborate with digital program manager to provide feedback on automations; Collaborate with customer marketing team to create content and recommend automations; Advocate for internal pool of customers with internal stakeholders
Seniority
Individual Contributor, early career to mid-level