What you’ll do
We are seeking a Customer Success Manager with a demonstrated track record of successfully retaining and growing their customer base. This critical role will work closely with all levels within LeanIX as well as key leaders at some of the biggest companies in the APJ region.You will join our small but growing APJ team and have the opportunity to shape and influence our incredible growth story in APJ.The ideal candidate will have a passion for IT/Digital Technology and be both customer-oriented and collaborative by nature. Customer Success Managers should have exceptional analytical, consulting and advisory skills to support our customers in the best way possible as they are the first point of contact for their customer accounts in all aspects. You will take on full responsibility for customer accounts in different lifecycle stages – from onboarding to adoption, expansion, and renewal. Candidates should be willing and able to take on a wide range of daily responsibilities, from data-driven analysis and execution to change management projects.This role will work closely with other teams not only within the Customer Success organization but also have the opportunity to collaborate with the global sales, marketing, and product development teams.
- Working within a great team, supporting, and motivating each other in a culture that welcomes feedback and failing fast while celebrating our successes
- Take on full responsibility for 35-40 customers across Asia Pacific and Japan.
- Build and strengthen relationships with your customers to become their trusted advisor
- Develop and expand your accounts by driving product adoption and increasing user base in customer accounts
- Work with state-of-the-art Customer Success tools (Gainsight, Salesforce) backed by a Customer Success Operations team
- Add your style to a global and diverse Team LeanIX, a fast-growing tech company and leader in the Enterprise Architecture category
- Ensure a successful and robust onboarding experience for all new customers
- Translate customer feedback into product requirements
What you bring
- 3+ years of experience in an internationally operating consulting company with direct customer interaction in IT organizations, or a customer-facing role in the B2B SaaS industry (or related business).
- Experience with IT Management, IT Service Management or Enterprise Architecture domain is a plus.
- Experience in IT project management, delivery and project methods is a plus
- Ability and experience to structure and prioritise your work and the work of others
- 1+ year working knowledge with Customer Success tools, e.g., Gainsight is a plus
- Exceptional English language skills (written and spoken), especially technical vocabulary.
- Proficiency in Japanese is a plus. Please indicate your language skills in your CV.
