Customer Success Manager

• Lead the post-sale engagement, retention, and growth of your customers
• Craft internal processes - We are always looking for better ways to support our customers. Everyone on the team has ownership in the process and participates in building it and making it better.
• Educate - Our team is here to help people find better ways of managing supply chains. This means you need to be a good teacher and bring users with you on their supply chain journey.
• Build and foster cross-functional relationships with Product, Engineering, Sales, Finance and Operations
• Evangelize customer success stories and customer success systems and processes
• Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status
• Serve as a trusted supply chain advisor to the customer and educate them on the use and benefits of our products within the supply chain tech stack
• Perform quarterly business reviews to align on business priorities, Supply Chain performance, optimization opportunities, product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize the value from the product
• Advocate for the customer to internal stakeholders by sharing customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the user experience
• Drive overall account health including product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.
• Fluency in Mandarin, English and Filipino Language
• Experience in managing customer success programs, customer retention, and upselling strategies.
• Ability to analyse customer data and usage trends to identify areas of improvement.
• Understanding of product management and its impact on customer experience.
• Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
• Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
• Familiarity with CRM tools, customer success platforms, and analytics software.
• Solid negotiation skills to handle complex customer accounts.

• Supply chain experience or knowledge of the space
• Previous experience at a technology start-up or B2B SaaS experience
• Familiarity with integrations and how systems connect to each other
• Familiarity with Salesforce, Zendesk, Vitally, Product tours, content building

To Apply:

We’d love to see your CV and find out more details around your career so far please send your CV through this advert. We’ll be reviewing all applications quickly and may progress to interviews before this advert closes, so don’t delay – send through your application now!

OSF Digital is proud to be an equal opportunity employer, where you can bring your whole self to work. Join an inclusive and passionate community of professionals who help bring about digital transformation for businesses around the world. At OSF Digital, we welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, national origin, marital status, or any other protected category in any of the jurisdictions in which we conduct business.