Senior Customer Success Manager, ANZ

Overview

We are looking for an experienced Customer Success Manager (CSM) with a technical background to join our International Post-Sales team and be a Sr. CSM in our growing Asia Pacific region. We are looking for someone who can operate in a fluid environment, going outside the bounds of the job description to ensure customers are getting the technical and operational support they need to recognize value from their Seismic investment. CSM’s play a crucial role in ensuring customer satisfaction, retention, and ongoing success. Their primary focus is to build strong relationships with customers, understand their needs, and help them derive maximum value from the products or services offered by the company. They will deliver essential customer-facing milestones, including Mutual Success Plans, Solution Health Reviews and Strategic Business Reviews, while partnering with Sales for renewals and expansions. They will also proactively identify customers who are not seeing value and develop mitigation plans to resolve risk.

Who you are:

• 5+ years of experience in Customer Success, preferably with a background in a technical role or a similar post-sales role in SaaS or enterprise software.
• Proven track record of managing and growing strategic customer relationships and driving measurable business outcomes.
• Strong technical aptitude and ability to quickly learn and troubleshoot complex systems and integrations.
• Excellent communication and presentation skills, with the ability to synthesize complex ideas for both technical and non-technical audiences.
• Strong project management skills to coordinate multi-stakeholder engagements and execute success plans.
• Skilled in consulting with executive and technical stakeholders alike, aligning product capabilities to business objectives.
• Ability to thrive in ambiguity, create structure, and drive clarity in a fast-moving, global environment.
• A collaborator at heart, you bring integrity, curiosity, and a solution-oriented mindset to every customer interaction.
• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

What you'll be doing:

• RESPONSIBILITY 1: Customer Relationship Ownership
  • Serve as the primary relationship owner and trusted advisor for a portfolio of APAC customers.
  • Deeply understand your customers’ business goals, enabling you to identify opportunities for expanded value and deeper engagement.
  • Manage relationships with key stakeholders across Enablement, Sales, Marketing, Operations, Finance, and IT at all organizational levels (ATL, OTL, BTL).
  • Lead and deliver critical customer milestones, including Mutual Success Plans, Solution Health Reviews, and Strategic Business Reviews.
  • Ensure renewal success, identify expansion opportunities, and mitigate churn risk.
   RESPONSIBILITY 2: Strategic Account Planning
  • Collaborate with customers to create and execute mutual success plans aligned to business outcomes.
  • Analyze your portfolio to identify risks, opportunities, and priorities for maximum impact.
  • Drive customer adoption and engagement to ensure tangible ROI and platform advocacy.
  • Coordinate with internal teams, including Deployment Consultants, TAMs, Support, and Professional Services, to optimize solutions and resolve challenges.
  • Help customers mature their enablement programs, translating business goals into measurable success outcomes.
   RESPONSIBILITY 3: Technical Guidance & Solution Expertise
  • Act as a product expert, providing customers with technical guidance, best practices, and solution advice tailored to their environment
  • Partner closely with technical stakeholders to support integrations (CRM, SSO, APIs) and optimize platform performance.
  • Proactively identify and troubleshoot technical challenges, ensuring timely and effective resolutions in collaboration with Product & Engineering.
  • Translate customer feedback into actionable insights for internal teams to drive product enhancements and feature improvements.
  • Support deployment and configuration discussions to help customers operationalize Seismic effectively within their tech ecosystem.
  • Own the customers’ execution plan, helping them turn their success plan into an actionable change within their platform that drives incremental value over time.
  • Demonstrate your acumen for innovation by identifying opportunities for product enhancement, feature refinement, and process optimization, guided by valuable customer feedback. 
  • Manage customer expectations and deliverables through effective communication and stakeholder management.

What we have for you:

At Seismic, we’re committed to providing benefits and perks for the whole self. To explore our benefits available in each country, please visit the Global Benefits page. 

 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please click here.  

  

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.