Customer Success Manager
Job Summary
Job Description
Insider, a B2B SaaS company, is seeking a Customer Success Manager in Thailand. The role involves proactively driving adoption and retention by building strong customer relationships and ensuring they receive maximum value from the platform. You will collaborate with Product Onboarding, Technical Account Management, and Account Management teams, acting as the primary contact for partners. Key responsibilities include orchestrating efforts to maintain high adoption and usage, recognizing value, identifying best use cases, providing panel usage assistance, training new partners, and consulting on optimal product utilization based on partner needs. You will be accountable for gross retention, CSAT, health score, and lock-in score, taking proactive steps to enhance these metrics.
Must have:
- 3+ years of customer-facing experience
- Strong communication skills (English & Thai)
- High sense of responsibility
- Customer-oriented approach
- Proactive and self-motivated
Good to have:
- University degree in Business, Marketing, Engineering
- MBA preferred
- SaaS experience
- Strategic thinking
- Excellent project management skills
7 skills required
Job Details
About us
We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.
We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.
Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.
When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.
Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.
As a Customer Success Manager, you will be proactively driving adoption and retention. You will be building relationships with the customers and ensuring the services they need to receive maximum impact.
You will work in coordination with the Product Onboarding, Technical Account Management, and Account Management teams, and you will be the primary contact of the partner. Your primary responsibility will be orchestrating all efforts to keep adoption and usage high with driving value recognition. Your daily responsibilities will include providing the best use cases according to the partner, helping them with panel usage, training new partners, being a consultant to use our products in the best way according to the partners' needs.
You will be responsible for the gross retention, CSAT, health score, and lock-in score of the partners and take proactive actions to improve these metrics.
Hiring Criteria
- A university degree in Business, Marketing, Engineering, or related fields, MBA preferred
- 3+ years relevant work experience in customer-facing customer success, account management, or strategic consulting organization. SaaS experience is a benefit.
- Strong communication skills in both writing and speaking (English & Thai)
- High sense of responsibility and accountability
- Strategic thinking with excellent project management skills
- To be customer-oriented and able to establish a robust relationship with the assigned customer base
- To be a self-motivated, proactive teammate with innovative ideas to improve customer loyalty and adoption.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
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