Digital Customer Success Manager

Job Description

Manage the customer lifecycle from onboarding to renewal using HubSpot and email campaigns to enhance time to value. Drive upsell opportunities within the APAC digital portfolio, achieving NRR and GRR targets. Scale platform adoption through digital engagement like webinars and training. Monitor customer health scores to proactively reduce churn. Implement localized automation workflows for the APAC market. Track KPIs such as NRR, Churn, and Adoption Rate, providing data-driven insights for improvements. Collaborate with RevOps, Program Builders, and Product teams to address customer needs and align lifecycle campaigns with Sales and Marketing.

Qualifications

1. 3-5 years in Customer Success or Account Management with a digital-first strategy. 2. Proven track record of managing high-volume portfolios and a commercial mindset. 3. Highly organized approach to managing large-scale portfolios. 4. Skilled in interpreting datasets and customer health signals. 5. Proficient with CRM and automation platforms (e.g., HubSpot). 6. Exceptional verbal and written English skills.

Benefits

- Monthly Lifestyle subsidy for well-being. - WFH set-up allowance. - $1500 USD annual Learning & Development allowance. - PTO plus two additional UpGuardian leave days. - 18 weeks paid Parental Leave. - Personal Leave Allowance (sick & carer’s leave). - Fully remote working environment. - Top-spec hardware provided. - Generative AI subsidy. - Health, dental, and vision insurance.