Manager, Customer Success
Core
Lead a team of Customer Success Managers (CSMs) across APAC while managing a separate portfolio of strategic and key accounts in B2B SaaS.
Role type
Senior IC manager (player-coach)
Builds
High-performing CSM teams and executive-level customer partnerships
Domain
B2B SaaS / Hospitality
Required skills
Team leadership, executive account management, retention and growth strategy, AI tool adoption, cross-functional partnership, commercial acumen, analytical mindset
Preferred skills
PMS solutions knowledge, hospitality processes
Technologies
HubSpot, NPS tools, health/analytics dashboards, AI tools
Responsibilities
Coach CSMs and manage team performance, manage executive-level client relationships, oversee full book of business health, design expansion and retention playbooks, champion AI-enabled workflows, run operating cadence and reporting
Seniority
Senior, hands-on IC