Senior Customer Success Manager

Summary

Join Talon.One as an APAC Customer Success Manager and collaborate with technology-driven brands to maximize their product value. Based remotely in India, you will build strong client relationships, drive product adoption, and translate customer insights into actionable feedback. Responsibilities include onboarding new clients, managing client renewals, driving feature adoption, and fostering customer advocacy. You will proactively analyze customer usage, maintain regular contact, and advocate for customer feedback. This role requires strong technical knowledge, experience in customer success, and exceptional communication skills. Talon.One offers a flexible and family-friendly work environment with opportunities for growth and development.

Requirements

• 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

Responsibilities

• 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 under-utilized 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

Benefits

• The right attitude: modern methods and a diverse, creative workspace with an open and international culture
• Everyone for the product: Together we create a flexible, highly scalable product with state-of-the-art technologies. We can only succeed if everyone works as a team
• Healthy Growth: Growing our company means growing everyone in the team. We love to share knowledge and learn
• A great environment: Flexible and family-friendly environment, bright and easily accessible offices, modern software and hardware
• High flexibility degree: Prefer to work early or late at night? Do you have to pick up your children from kindergarten? Do you prefer working abroad? We believe in results and motivated employees