Apac Customer Success Manager

At XY Sense, we're revolutionizing the way businesses understand and optimize their space utilization and occupancy data. Our cutting-edge technology empowers organizations to make data-driven decisions that enhance productivity, reduce costs, and create more efficient spaces.
Our customers are some of the largest enterprises in the world responding to both changing ways of working in the hybrid era, but also looking forwards to anticipate upcoming needs to make workspaces both productive and enjoyable for all. This role is a chance to work at the coal-face with workplace leaders, using data and insights to deliver workplaces that people love and which are more efficient environmentally, economically and socially.
Who are we looking for?
We’re looking for an experienced Customer Success Manager to lead and deliver on our account management activities with enterprise customers in the APAC region.
To succeed in this role you will need to be both technically astute and a natural people person. It is a role that is equally strategic as it is operational. Your decision making lens will be driven by what can make the biggest impact for customers whilst influencing and having input into the scale of our global business.
What this role will be responsible for

• Customer implementation: Ensuring the customer's instance is set up to meet their requirements.
• Customer onboarding: Setting customers up to have a great experience from installation to team onboarding to the platform and maximise their value from day 1.
• Customer support: Working cross-functionally with teams to troubleshoot hardware, software, or data-related issues to maximise value realisation and ensure smooth adoptions.
• Account Management: Maintain account plans renewal management and forecasting and regular engagement with customers throughout the lifecycle to identify opportunities for value add and proactively address key customer concerns
• Quarterly Business Reviews: uncover insights and share exciting updates and developments on our product and market insights across our portfolio
• Customer advocacy/insights: By serving as the internal customer advocate and voice of the customer including translating customer requirements into actionable tasks for XY Sense product development.

Your background to succeed in this role
This is a direct impact role with scope to support customers across APAC. As a member of our rapidly growing team, you will be entrepreneurial in nature and have a can-do attitude. Key skills and attributes we will be looking for include;

• Comfort and proficiency owning multiple work streams to deliver on strategic company priorities and customer requirements. You know how to prioritise and juggle.
• Experience either working with or managing a portfolio of Enterprise customers with large deal sizes.
• Ability to solve/troubleshoot issues and identify appropriate points of escalation within the engineering team.
• Great interpersonal skills and ability to communicate effectively with customers and internal stakeholders.
• Experience owning/managing end-to-end customer experience, including supporting customers with onboarding, data analysis, and training
• Prior experience building strategic account plans, driving adoption/expansions and managing renewals
• A strong interest in and enjoyment in getting the most out of data so you can support customers through their data analytics requests
• A doer. You are proactive, drive towards results and suggest actionable solutions.
• Above all else you care deeply for customers and want to support them to navigate change and get the most out of their workplaces.

Given this is a role that will require access to customer sites, you will need to be able to travel throughout the APAC region.
What we will offer in return
We’re offering a competitive remuneration package aligned to your experience. We’re growing fast, so you can also expect an attractive ESOP package and a lot of upside (permanent employees only). But beyond the dollars, you can expect a team with a can-do attitude who don’t take themselves too seriously but take pride in their work and genuinely care for each other.
At XY Sense, each of us takes a direct role in making an impact for the business and our customers, and we are huge supporters of individual growth and maintaining a balanced life outside of work. Our workplace policy is Hybrid for those based in Melbourne (and designed by teams themselves). Many of our team members are also working remotely with success in both interstate and international locations.
If this sounds like a team you’d love to be a part of and would like to take a leading impact role within, we’d love to talk.
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