Job Description

Opportunity at a Glance
The Customer Success Specialist is an integral part of the APAC team, dedicated to enhancing customer experience and retention. This role ensures all initiatives meet agreed-upon scope, timelines, and budget. We're looking for a proactive individual who will work closely with the team, partnering with sales managers to execute customer success plans, build strong relationships with customers, and collaborate with cross-functional teams to deliver consistently excellent customer experiences. Our ideal candidate is passionate about problem-solving and improving relationships, with a proven track record of managing multiple clients and deliverables concurrently.
Responsibilities
1. Operational Relationship Management: Own the overall operational relationship with an assigned portfolio of clients, including onboarding, implementation, training (demo's, business reviews etc.), and ensuring high levels of customer satisfaction. Manage and resolve all customer, sales, and partnership cases (via call or email) within defined KPIs (SLA, Quality, and Customer Satisfaction), providing excellent service experience.
2. Sales Partnership: Act as a trusted partner for sales to maintain and execute customer success strategies and best practices to maintain and improve key KPI's (churn, renewals, usage, NPS etc.).
3. Effective Communication: Communicate effectively with both internal and customer stakeholders to understand customer needs, maximize retention and growth, and share insights.
4. Metrics and Data Management: Maintain existing customer success metrics and data as directed.
5. Customer Deliverables Management:
a. Ensure timely delivery of all deliverables according to the agreed schedule; prepare regular status reports and conduct regular status meetings with internal and external teams, documenting minutes and actions.
b. Coordinate internal resources and third parties/vendors for seamless execution.
c. Manage changes to operational scope, schedule, and costs while ensuring process documentation is up to date.
6. Event Support: Lead/support the delivery of key ACAMS events (in-person and virtual) as assigned.
7. Time Management: Manage personal time effectively to maximize utilization and balance demands from multiple deliverables.
Qualifications
Minimum bachelor's degree in a Business or IT related field required.
Up to 2-3 years of relevant customer success/ customer & account management experience leading delivery. Preferably within the Fintech/ SaaS/ Financial Services sector.
A proactive mindset and strong organizational skills -- you're someone who can manage multiple projects and clients with confidence.
Strong communication and relationship-building skills, both written and verbal.
Tech-savvy and comfortable using tools like Microsoft Office, CRM systems, and analytics platforms.
Strong presentation skills - you're someone who is comfortable creating and presenting to a group of people
A passion for customer experience and a desire to grow your career in a mission-driven organization.
Fluent written and spoken English is required; proficiency in Japanese or Korean is highly preferred.
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Skills Required