Senior Customer Success Manager, APAC (Account Management)
Own and grow a portfolio of strategic web3 and fintech customers while leading activation, upsell, cross-sell, renewal, and churn-prevention initiatives. Serve as an executive partner to top accounts and build scalable playbooks, health models, dashboards, and lifecycle programs.
Responsibilities
- Own and grow strategic web3 and fintech customer accounts; run QBRs and EBRs, map stakeholders, and drive multi-product adoption.
- Build trusted relationships with executive stakeholders and identify upsell and expansion opportunities.
- Develop expansion plans, forecast growth, identify risks, and coordinate resolutions across internal teams.
- Design and iterate lifecycle programs, activation experiments, health scoring, churn predictors, dashboards, and intervention playbooks.
- Run structured customer feedback loops and influence product priorities, success metrics, betas, and feature adoption.
- Create account plans, success plans, value reviews, guides, playbooks, and templates for the broader Customer Success function.
Requirements
- 8–10+ years of experience in Customer Success or Account Management with strategic ownership of mid-market or enterprise accounts.
- Experience with web3, crypto, fintech, or payments customers, including stablecoins, wallets, card programs, AML, KYB, and API-driven products.
- Experience designing lifecycle programs, outbound engagement, activation experiments, retention strategies, and customer health models.
- Strong analytics and dashboard-building skills, with fluency in data tools and AI skills.
- Excellent executive communication skills, including MBRs and QBRs.
- Builder mindset and experience creating scalable frameworks in fast-moving environments.
- Fluency in English and Mandarin.