Mid-Market Customer Success Manager APAC

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin SeatGeek Priceline Calm and Box create dynamic individualized experiences at scale. Our platform empowers organizations to activate customer data design seamless cross-channel interactions and optimize engagementall with enterprise-grade security and compliance. Today nearly 1200 brands across 50 countries rely on Iterable to drive growth deepen customer relationships and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core valuesBe an Owner Growth Mindset Run as One Transparency to life. We foster a culture of innovation collaboration and inclusion where ideas are valued and individuals are empowered to do their best work. Thats why weve been recognized as one of Incs Best Workplaces and Fastest Growing Companies and were recognized on Forbes list of Americas Best Startup Employers in 2022. Notably Iterable has also been listed on Wealthfronts Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presenceincluding offices in San Francisco New York Denver London and Lisbon plus remote employees worldwidewe are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Lets shape the future of customer engagement together!

Position Overview:

Iterable is an AI-native marketing platform and our customers expect the people who advise them to move at the same pace as the technology. As a Customer Success Manager youll own a portfolio of engaged Mid-Market customers acting as a strategic partner not just a point of contact to daily users and executive stakeholders alike.

Were looking for someone with a consulting mindset and systems thinking able to see how a customers technology teams and goals connect diagnose the real problem and build a rigorous case for change. Youll work directly with C-suite stakeholders so youll need to translate platform usage into business outcomes and show in their terms how the value Iterable creates connects directly to their growth.

One of our core values is growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you please do apply as we value applicants for the skills they bring beyond a job description.

Responsibilities:

• Proactively manage a book of mid-market Iterable customers with exposure into up-market accounts.
• Build and hold strategic advisor relationships at every level of the account including C-suite and executive stakeholders.
• Connect platform usage directly to each customers stated business goals and build the ROI story in their language.
• Bring a consulting approach to account strategy. Structure ambiguous problems diagnose root cause rather than symptoms and build the business case before recommending the solution.
• Identify and pursue expansion opportunities partnering closely with your Customer Account Manager (CAM) on the commercial motion.
• Track shifts in the CRM MarTech and AI landscape and translate whats changing into concrete recommendations for your customers.
• Lead the customer engagement cadence including structured check-ins success planning relationship mapping health checks and onsite Executive Business Reviews.
• Represent the voice of the customer into our product team and work cross-functionally with Support and other teams to resolve issues fast.
• Proactively monitor account health signals and know when to trust them versus dig in yourself. Catch risk before the customer raises it not after.
• Innovate on your ways of working to bring in agents tools and automations that develop your ability to become a strategic advisor
• Judge your own success by what actually changed for the customer.

Must have:

• Experience owning a portfolio of B2B SaaS accounts with the goal of driving value adoption retention and growth.
• A demonstrated consulting mindset: structured hypothesis-driven problem-solving and genuine comfort operating in ambiguity.
• Executive presence: a proven track record of engaging C-suite stakeholders and translating platform value into business outcomes and ROI in their terms.
• Systems thinking. The ability to map how technology process and people interconnect and design a strategy across that system.
• Ease and fluency with AI-native products and the ability to keep pace as the technology changes quickly both whats emerging in the market and inside the business.
• A track record of proactively learning and adopting new tools into your own ways of working.
• Technical curiosity without needing to be an engineer.
• CRM or marketing-technology industry expertise.
• Strong written and verbal communication with the ability to present complex ideas simply including to executives.
• Willingness to travel (up to 25%) for onsite client meetings.

Highly valued:

• Prior management consulting or marketing industry experience.
• Experience with data activation and automation tools.
• Practical applied use of AI tools (e.g. ChatGPT Claude Gemini) in real work tasks.
• Familiarity with technologies like APIs HTML CSS and Javascript
• Fluency in Mandarin is valuable for our Asia-based customer base though not required.

Perks & Benefits:

• Competitive salary & meaningful equity
• General Allowance to be used to purchase private medical insurance life insurance and other supplementary benefit plans
• Superannuation
• 28 days of Annual Leave
• Community Impact Days
• Complete laptop workstation

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