Customer Success Manager (APAC) at SendBird
Seoul, KR

“Endless tenacity for customers” is Sendbird’s first core value. Customer Success Managers live and breathe this key core value, and the CSM team’s charter and role is to build confidence across all stages of the solution delivery lifecycle to drive customer success globally.

Execution of this core value requires driving higher customer satisfaction by ensuring adoption of Sendbird products and services, managing critical customers, and technically enabling our customers on our solutions. 

Our customers expect and get uninterrupted continuous operation. The CSM role is critical in ensuring that satisfaction in Sendbird is paramount. CSMs will work as part of a team of experts within Sendbird’s portfolio of products providing design consulting services to Sendbird’s customers.

In this role, you work with your peers, engineering, product management and across organizational boundaries with sales, services, support, and leadership to build, maintain, and grow customer loyalty and solve customer problems.

WHAT YOU BRING TO THE ROLE

As a Customer Success Manager,  you join our team to manage adoption and deployment of the Sendbird APIs. You will be responsible and fully accountable for managing multiple customer accounts serving as a “trusted advisor” on Sendbird products and services.

CSMs are also expected to coordinate internal resources in order to deliver improved business results on behalf of the clients through new and existing services. The position requires frequent communication with internal and external teams regarding client status, new opportunities, and resolution of problems and issues. The CSM is a key partner with field account teams in managing new opportunities and customer deployments.

In this role, you work with your peers, engineering, product management and across organizational boundaries with sales, services, support and leadership to solve customer problems as well as build, maintain, and grow customer and partner loyalty. The key to success in this role will be communicating effectively with internal and external teams, from C-Levels to front-line engineers. This is an exciting opportunity for an experienced leader who is passionate and can navigate multi-level relationship management, maximizing program and feature adoption, alignment with best practices, and the delivery of the customer’s program goals and objectives. The ideal candidate will have large account management experience, be well-versed in cross-team coordination, have escalation management expertise, be a well-organized proactive professional and must possess the ability to think strategically while executing tactically.

A successful candidate should have a strong presence, strong sense of ownership in driving to resolution and be able to think on their feet while meeting with clients. 

ROLES & RESPONSIBILITIES

Product Adoption: Own responsibility for expansion of the Sendbird APIs and products and services. Act as subject matter expert to train customers, partners and internal employees. Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers and channel partners. Develop strategic and tactical initiatives to maintain and improve customer onboarding, retention and engagement.

Account Management: Deliver on customer enablement initiatives with the objective of improving CSAT and adoption of Sendbird services. Lead regular status meetings with customers to review open initiatives and address any challenges impeding successful use of Sendbird’s solutions. Diffuse customer conflicts effectively through rational and balanced resolution techniques often turning issues into opportunities to strengthen relationships. Benchmark progress on a quarterly basis, gather program measurements, and track and analyze the data to ensure achievement of the business goals agreed. 

Customer Empowerment: Be the Voice of the Customer and a strong advocate for your customers’ interests to the organization. Gather customer product feedback and communicate with product management and engineering to shape the product development roadmap. Identify use cases not yet covered by our current platform / patterns on issues faced by customers. 

KEY QUALIFICATIONS

B.S or M.S. with 5+ years relevant experience

Understand customer KPI and goals 

Proactively make strategic recommendations that deliver ROI throughout the customer’s journey 

Ability to create structure in ambiguous situations and design effective processes

Great organizational and time management skills, and experience working with remotely distributed global teams in different timezones.

Experience implementing new processes and communicating them with internal teams

An understanding of API architecture and use cases

Motivated and positive approach to solving customer problems large and small

Passion for technology and for contributing to a fast-growing SaaS company

Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering)

Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption

Someone who understands the nature of working at a startup company

Strong interpersonal skills and experience building strong internal and external relationships

Diplomacy, tact, and poise under pressure when working with customers

Alignment with our 7 core values 

BONUS POINTS

Experience working in JIRA, Confluence and Salesforce a plus

History building reports from analytics/reporting tools (e.g., Looker)

Experience working in Gainsight or customer health tools, a plus

ABOUT SENDBIRD

Sendbird is the world's leading chat & messaging platform as a service. Our mission is to digitize human interactions for businesses. Our platform delivers billions of messages per month to help people connect through the products and apps they love.

We’re a Y Combinator alumnus (W16) and have raised over $120M from leading investors including ICONIQ Capital, Tiger Global Management, Shasta Ventures, August Capital, and FundersClub. We are headquartered in San Mateo, CA (40+ employees) with an Asia-Pacific office in Seoul (100+ employees).