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. You will build strong relationships, drive product adoption, and translate customer insights into actionable feedback. This remote position, based in Singapore, requires aligning customer marketing goals with the API-driven product, troubleshooting issues, and designing scalable success processes. You will be the main point of contact for a portfolio of clients, ensuring successful onboarding and managing client renewals and retention. The role involves fostering customer advocacy, analyzing product usage, and providing ongoing education and support. Talon.One offers a collaborative and inclusive work environment.

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 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

Benefits

• 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