Customer Success Manager at Leanplum
Singapore City, SG
About Leanplum
 
Leanplum is the mobile marketing platform built for engagement. Brands rely on Leanplum to help them orchestrate multi-channel campaigns – from messaging to the in-app experience – all from a single, integrated platform. Global brands such as Tinder, Grab, Tesco, and Zynga turn to Leanplum to accelerate growth and build long-term customer relationships. Founded in 2012, Leanplum is based in San Francisco, with offices across North America, Europe, and Asia. Leanplum has received more than $93 million in funding from Norwest Venture Partners, Canaan Partners, Kleiner Perkins Caufield & Byers, and Shasta Ventures. Leanplum has been named to Business Insider’s Most Valuable Enterprise Startups and SF Business Times’ Best Places to Work.
 
About The Role
 
Leanplum is looking for a talented, team player with great initiative, to fill a key role on its Customer Success Team. The ideal Customer Success Manager (CSM) will play a key role in building our relationships with a portfolio of customers in APAC. You will also onboard new customers by guiding them through the kickoff process, ensuring proper implementation and providing dashboard training. As a CSM, you will have a strong understanding of the customer’s business and use cases, so that you can provide consultation on the uses of Leanplum based on client’s specific use cases. Not only that, but you will also need to develop a network of champions within each account through education, coaching and troubleshooting. A successful candidate will be a self-starter, with high energy, have a team player mentality, and is willing to take coaching advice and apply it immediately.

Responsibilities

    • The Customer Success Manager has ownership of the day-to-day relationship with a portfolio of customers
    • Maintains an excellent retention rate and drives adoption of Leanplum across accounts
    • Onboard new customers by guiding them through the kickoff process, ensuring proper implementation and providing dashboard training
    • Develops a strong understanding of the customer’s business and use cases
    • Provides consultation on the use of Leanplum based on client’s specific use cases
    • Develops a network of champions within each account through education, coaching and troubleshooting.
    • Enlightens customers with learnings captured from their own data and experiments
    • Conducts regular on-site and/or remote business reviews to recap usage and to further engage the client
    • Handles urgent customer concerns and escalates internally when necessary
    • Has intimate knowledge on the client’s current use of Leanplum and educates them on new features they are not using to possibly uncover new business opportunities

Requirements

    • Excellent interpersonal skills
    • Strong communicator in both presenting and writing
    • Highly consultative with savvy business acumen
    • Persistence to build relationships where none exists
    • Ability to multi-task and prioritize
    • Strong technical aptitude and ability to learn
    • 2+ years experience in Account Management, Client Service or Customer Success in APAC region
    • Experience in Mobile or SaaS is a plus
    • Knowledge of API is a plus
    • Minimum travelling is required

Perks & Benefits

    • Health, vision, and dental insurance
    • 20 Days vacation leave and flexible working hours
    • Peer bonuses
    • Allowance for meals, gym, mobile and internet
    • Happy hours every week
    • Breakfast and coffee provided every Monday
Leanplum is an equal employment opportunity employer for all applicants and employees.  We do not unlawfully discriminate on the basis of race, color, religion, sex (including  pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by applicable local, state, or federal laws. When necessary, we also make  reasonable accommodations for disabled employees and for pregnant employees who request an accommodation, with the advice of their health care providers, for pregnancy, childbirth,  or related medical conditions.