Senior Customer Success Manager, ANZ

• 5 years of experience in Customer Success preferably with a background in a technical role or a similar post-sales role in SaaS or enterprise software.
• Proven track record of managing and growing strategic customer relationships and driving measurable business outcomes.
• Strong technical aptitude and ability to quickly learn and troubleshoot complex systems and integrations.
• Excellent communication and presentation skills with the ability to synthesize complex ideas for both technical and non-technical audiences.
• Strong project management skills to coordinate multi-stakeholder engagements and execute success plans.
• Skilled in consulting with executive and technical stakeholders alike aligning product capabilities to business objectives.
• Ability to thrive in ambiguity create structure and drive clarity in a fast-moving global environment.
• A collaborator at heart you bring integrity curiosity and a solution-oriented mindset to every customer interaction.
• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers then explain customer needs to internal partners.

• RESPONSIBILITY 1: Customer Relationship Ownership
  • Serve as the primary relationship owner and trusted advisor for a portfolio of APAC customers.
  • Deeply understand your customers business goals enabling you to identify opportunities for expanded value and deeper engagement.
  • Manage relationships with key stakeholders across Enablement Sales Marketing Operations Finance and IT at all organizational levels (ATL OTL BTL).
  • Lead and deliver critical customer milestones including Mutual Success Plans Solution Health Reviews and Strategic Business Reviews.
  • Ensure renewal success identify expansion opportunities and mitigate churn risk.
  RESPONSIBILITY 2: Strategic Account Planning
  • Collaborate with customers to create and execute mutual success plans aligned to business outcomes.
  • Analyze your portfolio to identify risks opportunities and priorities for maximum impact.
  • Drive customer adoption and engagement to ensure tangible ROI and platform advocacy.
  • Coordinate with internal teams including Deployment Consultants TAMs Support and Professional Services to optimize solutions and resolve challenges.
  • Help customers mature their enablement programs translating business goals into measurable success outcomes.
  RESPONSIBILITY 3: Technical Guidance & Solution Expertise
  • Act as a product expert providing customers with technical guidance best practices and solution advice tailored to their environment
  • Partner closely with technical stakeholders to support integrations (CRM SSO APIs) and optimize platform performance.
  • Proactively identify and troubleshoot technical challenges ensuring timely and effective resolutions in collaboration with Product & Engineering.
  • Translate customer feedback into actionable insights for internal teams to drive product enhancements and feature improvements.
  • Support deployment and configuration discussions to help customers operationalize Seismic effectively within their tech ecosystem.
  • Own the customers execution plan helping them turn their success plan into an actionable change within their platform that drives incremental value over time.
  • Demonstrate your acumen for innovation by identifying opportunities for product enhancement feature refinement and process optimization guided by valuable customer feedback.
  • Manage customer expectations and deliverables through effective communication and stakeholder management.

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Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender age race religion or any other classification which is protected by applicable law.