(Senior) Customer Success Manager

ABOUT THE ROLE:

As an APAC Customer Success Manager, you will collaborate closely with agile, technology-driven brands to help them maximize the value of their investment in Talon.One. You'll build strong relationships to drive product adoption and translate customer insights into actionable feedback. By aligning customers' marketing goals with our API-driven product, troubleshooting issues alongside our tech team, and designing scalable success processes, you’ll play a key role in ensuring customer satisfaction. Our clients range from startups to enterprises across a broad spectrum of industries.

This is a remote position with a requirement to be based in Singapore.

ABOUT THE TEAM:

At Talon.One, we are an approachable, exceptionally kind, and passionately driven team that genuinely cares about our clients’ success. As a Customer Success Manager at Talon.One, you'll be part of a dynamic team consisting of Customer Success Managers and Technical Account Managers. We foster a collaborative environment and alignment with various internal stakeholders in Sales, Partnerships, Product, and Marketing. We prioritize strong collaboration, open communication, and mentoring to promote bi-directional growth. Talon.One is committed to creating an inclusive workplace, as we believe it is essential for both ethical reasons and to positively influence the tech industry as a whole.

ONCE YOU ARE HERE YOU WILL:

• Be the main point of contact and trusted advisor for a portfolio of clients across Southeast Asia and the Middle East
• Ensure the successful onboarding of new clients in collaboration with a Technical Account Manager
• Partner with Account Executives to take ultimate responsibility for client renewals, retention, and net retention targets
• Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them achieve their objectives with Talon.One
• Foster customer advocacy by building strong relationships and creating mutual value for both your customers and Talon.One
• Proactively analyze customer product usage to identify opportunities and risks that may affect account health
• Maintain regular contact with your customers through ad-hoc communications, regular check-ins, events, and Executive Business Reviews
• Advocate for your customers by gathering and translating their product feedback to contribute to product development
• Provide ongoing education to help customers maximize product usage, identifying new or underutilized Talon.One features that could deliver value and present upsell opportunities
• Serve as the primary contact for product training inquiries and non-technical support, while coordinating with teams across Sales, Technical Support, Partnerships, and Product to ensure customers receive the support they need
• Own the customer journey from initial onboarding through to post-launch activities
• Act as a point of escalation for customer issues, ensuring timely resolution
• Collaborate with a Technical Account Manager and a Sales Executive to manage each client as a dedicated team

WHAT WE NEED YOU TO BRING TO THE TABLE:

• Passion for tech and experience with SaaS products and APIs
• Strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming
• Founded experience working in Customer Success, Account Management, or another client-facing role
• Experience working with diverse stakeholders both internally and externally Marketing, Developers, Sales, and Executives
• Exceptional communication skills in spoken and written English
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Flexible approach and an ability to operate effectively with uncertainty and change.
• Ability to manage a book of 20+ accounts comfortably

WHAT'S IN IT FOR YOU:

• 30 days of vacation
• Home office set-up budget and monthly allowance
• 90 days work abroad
• Learning budget and LinkedIn Learning
• Mental health support with Nilo.health