Job Overview:
As the Customer Success Manager at DC Byte's APAC hub office in Singapore, you will be responsible for maximising the value of the service we provide to our customers. You will be responsible for working with the other CSMs to implement and improve the customer success role within the APAC region. You will work with the Senior Leadership Team and the CSM team members to refine processes, strategies, and frameworks to ensure our clients receive maximum value from our subscription solutions and our bespoke consultancy offerings.
DC Byte is predominantly a subscription-based business, with a relatively small number (around 100) of high value customers, so every customer is very important to us. The CSM APAC role is pivotal in solidifying long-term relationships with our clients, and will require strong leadership, strategic planning, and hands-on execution.
Key Responsibilities:
1. Implement and refine the Customer Success Division in APAC:
o Using the processes established in our London office, to implement a comprehensive customer success strategy that aligns with DC Byte's business objectives.
o Establish customer success processes in region, including onboarding, training, support, renewals and ongoing account management.
o Work with sales, research, operations, and product team to ensure alignment across divisions
2. Customer Onboarding and Engagement:
o Execute and improve onboarding programs to ensure customers successfully integrate and utilise DC Byte's solutions.
o Proactively engage with customers to understand their needs, goals, and challenges, ensuring they derive maximum value from our offerings.
o Conduct regular check-ins, reviews, and health assessments to maintain strong client relationships.
o Seek to expand the use of DC Byte’s services across as many of a customer’s teams and roles as possible
o Seek to increase the number of areas within existing teams that we are able to provide value-add support
3. Process Optimization:
o Work with CSM team members to identify and propagate best practices for customer success operations across the group, focusing on scalability and efficiency.
o Keep and improve standardised documentation, resources, and communication templates to support customer interactions.
o Working with the CSM team members across the group, to continuously evaluate and refine customer success processes based on feedback and performance metrics.
4. Client Retention and Growth:
o Monitor customer satisfaction and address any issues or concerns promptly to ensure high levels of customer retention.
o Identify opportunities for upselling and cross-selling additional services or solutions.
o Collaborate with the sales and product teams to align on customer needs and product development priorities.
o Build and maintain positive relationships among our customers, including key decision makers, influencers and power users.
o Hold regular in-person meetings with customers to help understand improving our value-driven approach to CS.
5. Data-Driven Decision Making:
o Ensure that all relevant CSM data is captured within ChurnZero and HubSpot environments and maintain accurate records at all times.
o Analyse customer data to identify trends, pain points, and opportunities for improvement.
o Provide regular reports and insights to senior management on customer success metrics and overall client satisfaction.
6. Advocate for the Customer:
o Act as the voice of the customer within DC Byte, providing feedback and recommendations to enhance our products and services.
o Work closely with the Product Manager to understand how our service aligns with the customers’ needs, and where we can improve it, and communicate what improvements we are undertaking based on feedback.
