Customer Success Manager

Elliptic

Are you an experienced Customer Success leader ready to take our global customer relationships to the next level? Do you have experience in managing global and high-performing teams that deliver measurable outcomes and exceptional experiences as a player-coach? If so, we’d love to hear from you! The impact you will have: As the Regional Manager of Customer Success for APAC, you will manage 5 - 10 CSMs and an assigned list of accounts and a cross-regional team of Customer Success Managers who partner with our most important customers across two of our key growth regions. Reporting to the Global Director of Customer Success, you will drive strategy, operational excellence, and performance across both regions. You’ll ensure your assigned customers and others achieve tangible value from Elliptic’s blockchain analytics solutions, resulting in strong retention, expansion, and advocacy outcomes. This is a highly collaborative and strategic role — influencing product direction, scaling best practices across geographies, and aligning your team’s initiatives with global business objectives. You’ll create a unified, customer-centric culture while respecting local market dynamics and time zones. What you'll do: * Own and manage a subset of key accounts, ensuring health and success with our product, securing renewals and expanding ARR * Manage, mentor, and develop a distributed team of Customer Success Managers across APAC * Define and execute regional Customer Success strategies in alignment with the global vision, adapting for regional market needs * Partner with the Global Director of Customer Success to set goals, track performance metrics (NDR, GDR, churn), and drive global consistency * Support CSMs in high-value strategic account management, ensuring customer adoption, retention, and expansion * Build scalable frameworks for onboarding, health scoring, success planning, and ongoing value realization * Collaborate with cross-functional stakeholders such as Sales, Product, Operations, and Marketing to ensure frictionless customer experiences * Represent the voice of global customers by gathering regional insights and informing product roadmaps * Drive continuous improvement of processes, tools, and playbooks across both regions * Champion collaboration between regions, fostering a culture of shared learning and global best practice * Occasionally engage directly with strategic enterprise customers to ensure alignment with their executive stakeholders * Work flexibly across time zones, coordinating with global peers and customers to meet business needs You will be a great fit here if you: * Enjoy managing top customers and understand the importance of successfully leading them to short and long term success * Have proven success leading distributed Customer Success or Account Management teams in a SaaS environment * Are strategic but hands-on, equally comfortable defining global frameworks as working on key customer relationships * Possess excellent leadership, coaching, and people development skills, creating high-performance and high-trust teams * Take a data-driven approach to decision-making, using customer and business metrics to inform strategy * Are comfortable navigating cultural and operational differences across the APAC market * Have exceptional communication, relationship-building, and stakeholder management abilities * Embrace flexibility and are able to manage priorities across multiple time zones * Thrive in a dynamic, fast-moving environment and champion collaboration across regions and departments * Address problems immediately and can work across functions to solve problems * Fluent in the use of AI‑based productivity, customer engagement, and analytics tools to streamline operations and improve client and team outcomes * Enjoy working with pace and energy, building team spirit and cultivating unity and commitment among the team * Comfortable adopting AI tools to boost productivity, with a curiosity for new ways of working Our ideal candidate has: * Fluent in Mandarin * 7+ years in Customer Success or Account Management roles, including at least 3 years of people management experience * Strong track record of delivering retention, expansion, and satisfaction targets in a B2B SaaS setting * Operational excellence in process design, forecasting, and metrics tracking * Experience working in or with Crypto, Financial Services, Payments, RegTech, or technology companies * A global mindset - curious, culturally aware, and adaptable * Interest in blockchain, cryptocurrency, or digital asset industries * Bonus Points for: * Experience scaling Customer Success operations * Comfort with flexible work hours and asynchronous collaboration tools Job 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

Smartly

Smartly is at the forefront of a seismic shift in the way marketers communicate with consumers and prospects redefining the customer journey experience as they engage with brands. Given our incredible growth we are looking to add an accomplished and highly motivated Account Executive to our APAC Sales Team.  You will be working with leading brands and performance advertisers to offer innovative solutions at the cutting edge of the digital marketing industry. You will build and foster trust-based customer relationships with large advertisers while understanding customer needs and delivering value-based solutions to them. You are in the driver seat to open and grow target markets and verticals, and bring a positive impact on our clients while driving Smartly's revenue performance. In this full cycle sales role, you will engage in prospecting activities including outbound communications, in-person or video meetings, and attending trade shows & conferences to create revenue generating opportunities. You will also respond to inbound marketing leads and/or referrals to and undertake the activities necessary to close business. You will understand our customer's needs, articulate Smartly's value proposition, create proposals and lead negotiations until contracts are signed and deals are closed.  AS AN ENTERPRISE SALES MANAGER AT SMARTLY, YOU WILL... * Sell the Smartly Creative product by identifying, cultivating, and closing new business within the assigned territory targeting enterprise organizations * Build and manage strategic relationships with senior stakeholders at your clients * Acquire and maintain a solid understanding of the value proposition of the platform as well as the existing and future needs of new prospects and existing customers * Merge the needs of the customers' KPIs and digital advertising strategy with the product offering * Partner with Sales Development, Sales Engineering, Partnership and Customer Success teams to cultivate a successful demonstration of our solution, trial, conversion and retention of customers * Maintain a disciplined pipeline with accurate updates to ensure reliable predictability in revenue forecasting WE’RE DEFINITELY LOOKING FOR YOU, IF YOU HAVE... * A proven track record of successful sales and business development in B2B SaaS businesses or in the AdTech, digital marketing or paid social ecosystem * Experience in Programmatic Advertising and/or knowledge of Google Marketing Platform and Google Ads Manager.  * Strong desire and capability to constantly learn about our product, the organization and ecosystem in order to effectively sell up to the C-suite or down to end users as needed * Ability to create connections and engage with a variety of audiences, including C-level decision makers * Existing connections that will open doors in growing verticals like automotive, e-commerce, entertainment, gaming, retail or travel. * Track record of meeting and exceeding quota on a consistent basis * Ability to work in our Singapore office at least 2 days a week (hybrid) * Ability and willingness to travel for meetings, conferences and industry events ABOUT SMARTLY Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers. Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it. Visit Smartly to learn more. The processing of your information is described in our Candidate Privacy Notice.

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM Technical Account Managers work cross-functionally to support the largest and most complex Stripe users. Through trusted relationships, we offer customized, strategic consultations and proactively identify opportunity areas to help businesses deliver more value to their customers, optimize technical operations on their teams, and accelerate their global growth with Stripe. WHAT YOU'LL DO RESPONSIBILITIES * Provide a Gold Standard Experience to your assigned accounts' key stakeholders * Work with the wider Operations team to provide current state, resources, and knowledge to enable Gold Standard Experience across teams interacting directly with the user via support channels, external documentation, or product and feature feedback or development * Foster long-term user relationships that grow loyalty to Stripe and Stripe products * Work cross-functionally both internally and within your user's organizations to provide and implement operational solutions on subjects not limited to fraud, disputes, declines, product adoption, and global expansion * Work closely with Customer Success and other user-facing teams as part of a larger effort to support users on Stripe * Lead user-facing meetings both in person and through video chat * Collaborate on the continued design of this support offering * Create user-facing content for long-term solutions WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * Minimum 3 years of experience in enterprise-level client-facing work in the GCN region * Fluent business level Chinese * Strong product sense and a drive to solve difficult, user-related problems * Strong written and verbal communication skills in English * Ability to lead complex integration conversations in a highly consultative and proactive manner * Familiarity with APIs and ability to explain API concepts to the largest and most technical Stripe customers * Familiarity with SQL and the ability to build basic queries and modify more complex ones * Strong technical troubleshooting skills and comfort interfacing with technical teams * A professional, confident, and collaborative personality as an adept client relationship manager, capable of engaging in business-level and technical conversations at multiple levels of the organization PREFERRED QUALIFICATIONS * An operations-savvy mindset, with the ability to identify and eliminate process friction while continuing to build scalable processes * Experience in small-to-medium-scale project management * Strong organizational skills and self-starting mindset * Experience with tools like Postman, Xcode, Python, Webhooks, and ETL * Experience in the payments industry