Manager, Customer Success, EMEA/APAC Startup

Remote   |   Full Time

The Manager of Customer Success - EMEA/ APAC (Startup/ scaleup/ grow), provides leadership, direction, and management of the entire portfolio of our EMEA and APAC-based customers for startup, scaleup, grow segments respectively, and is accountable for driving adoption of the Chargebee product and services. This team has a specific focus on driving usage, adoption, the pipeline for expansion, and retention of customers.

This is a highly cross-functional role and requires collaboration with Product, Professional services & Implementation, Customer Solutions, and Marketing.

What you will be doing:

  • Automation of engagement for the SMB segment by collaborating and working closely with the Customer Marketing team for Startup segment
  • Define and execute personalized engagement and white-glove services for the mid-market and enterprise customers (Scaleup/ Grow)
  • Standardize and consistently update the account plan/ success plan documents for the midmarket/ enterprise customers to ensure effective and contextual engagement strategies (Scaleup/ Grow)
  • Regular Business reviews (QBRs/ EBRs) with our strategic customers and act as an executive sponsor to forge a partnership-led relationship (Scaleup/ Grow)
  • Guide CSMs on how to define, drive and demonstrate the value (ROI) delivered (Startup/ Scaleup/ Grow)
  • Personally manage escalations from your direct reports and establish a solid escalation matrix across Customer Success and cross-functional as required
  • Drive product and user adoption of the product by collaborating with Product and Product marketing teams
  • Drive a customer-centric culture across the organization and advocate for changes in other departments’ ways of working to ensure a customer-first approach
  • Align with R&E on renewal and up-sell strategy and focus on selling with a retention focus
  • Be responsible for metrics such as NRR, the pipeline for Expansion, Churn, NPS for the portfolio of customers in your segment
  • Create dashboards to measure the effectiveness of your customer success team
  • Recruit, mentor, groom, and inspire a world-class team

Some must haves:

Strong empathy for customers AND passion for customer experience Analytical and process-oriented mindset Curiosity and willingness to serve and solve customer challenges Strong data-driven decision-making skills Previous experience with CSM tools like Gainsight, Churnzero

Chargebee might be the opportunity you’re looking for

  • If you’re interested in how subscription businesses can get more efficient.
  • If you’re hungry to give and receive feedback, fully understanding that challenging perspectives are the only way that you can grow.
  • If you can bring empathy to problem solving.
If this sounds interesting but you’re not sure you'll tick all the boxes, apply anyway! There’s tons of room to grow at Chargebee.

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