Senior Customer Success Manager

Role Overview

As a Senior Customer Success Manager, you’ll carry a portfolio of strategic mid-market accounts across APAC while also acting as a force multiplier for the broader CS team. You’ll own the health, retention, and expansion pipeline across your mid-market portfolio, tracking customer performance, engagement, and satisfaction to proactively mitigate risk and uncover opportunities for growth.

What You Will Do

Your responsibilities will include owning the health, retention, and expansion pipeline across your mid-market portfolio, serving as the strategic point of contact for your in-region customers, developing and maintaining structured account plans, leading renewal cycles, and identifying and championing expansion opportunities.

Why It Might Be a Fit

You’ll be a great fit here if you take a strategic, consultative approach to Customer Success, build strong relationships across stakeholder levels, and are outcome-driven with a calm and empathetic presence in escalations.

Requirements

• Native Mandarin speaker
• Proven experience in Customer Success, Account Management, or Renewals within B2B SaaS, managing mid-market customers with complex workflows
• Strong retention and renewal strategy skills, with accurate pipeline forecasting and demonstrated ability to drive expansion
• Fluent in using AI-based tools for customer insights, health scoring, and workflow automation to scale a strategic book of business
• Experience running executive-level business reviews, with a commercial mindset for negotiating customer and company needs

Benefits

• Competitive salary
• Share Options
• Holiday – 25 days of annual leave in addition to Singapore Public Holidays
• Health insurance
• Personal training budget
• Laptop + equipment you need
• Home office allowance
• Full access to Spill Mental Health Support

Tagged as: Forecasting, Pipeline Management