Senior Customer Success Manager/Head of Customer Success Management - APJ

About the Job

As a Senior Customer Success Manager (CSM) based in Singapore, you will be pivotal in ensuring the success and growth of Taulia's programs for our clients in the Asia-Pacific and Japan (APJ) region. This role is designed to evolve into an Head of Customer Success Management - APJ team lead position, with the transition occurring immediately or within a 12-month time frame, contingent upon your familiarity with Taulia’s operations, understanding of the role, and demonstrated readiness.

This individual will work with our customers to generate positive results from their Taulia program. Your primary objective is to grow revenue from your portfolio of accounts and ultimately, empower your team of CSM(s) to improve adoption across the full lifecycle of a client, starting at or just before contract signature through implementation, ramp, and maturity.

This is a highly visible role within Taulia and offers a tremendous opportunity to make a positive impact. The efforts made by you and the APJ CSM team are one of the strongest contributors to Taulia’s growth as we drive towards our revenue targets in 2025. It is also a role that embodies Taulia’s first core value of “Customer Success is Our Success.”

Responsibilities

• Program Strategy Development: Collaborate closely with clients to devise and execute strategies that achieve their business objectives, ensuring successful implementation of Taulia's solutions.
• Collaboration with Sales: Supporting late stage opportunities, focusing on what happens post-signature, how to deliver and ramp a program and establishing credibility on our ability to deliver.
• Stakeholder Relationship Management: Cultivate and maintain strong relationships with senior stakeholders and program managers within client organizations. Coordinate with key stakeholders including fellow Taulians, bank partners and SAP account teams.
• Data Analysis and Reporting: Utilize Taulia's data analytics tools to assess program performance and supplier behavior, presenting actionable insights and recommendations to clients.
• Marketing and Supplier Engagement: Design and implement marketing campaigns in partnership with clients and Taulia’s internal teams to drive supplier adoption and program growth.
• Risk Mitigation and Issue Resolution: Identify potential risks within accounts, proactively address challenges, and coordinate with support teams to resolve outstanding issues.
• Account Planning and Forecasting: Maintain up-to-date account plans, provide revenue forecasts, and engage in contract renewal activities.
• Team Leadership (Future Scope): As you transition into the Team Lead role, oversee the APJ Customer Success team, providing guidance, support, and strategic direction to ensure collective success.

Skills, Knowledge and Experience required

• Significant experience in customer success, account management, or related roles within the fintech, financial services, or enterprise software sectors.
• Skilled at working with customers with the presence / gravitas to influence decisions as a senior leader ontheir account.
• Deep understanding of how to grow working capital programs and where to prioritize effort to generate positive results.
• A commercial mindset with the ability to serve customers and internal stakeholders rather than pleasing.
• Strong ability to interpret data and translate insights into actionable strategies.
• Exceptional verbal and written communication abilities, with a talent for engaging diverse audiences.
• Demonstrated capability to lead teams, manage projects, and drive cross-functional collaboration.
• Fluency in English is required; proficiency in additional languages relevant to the APJ region is advantageous.
• Willingness to travel approximately 25% of the time for client engagements and internal meetings.