Mid-Market Customer Success Manager - APAC

Our success is powered by extraordinary people who bring our core values—Be an Owner, Growth Mindset, Run as One, Transparency —to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one...

With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture...

We're looking for someone with a consulting mindset and systems thinking — able to see how a customer's technology, teams, and goals connect, diagnose the real problem, and build a rigorous case for change. You'll work directly with C-suite stakeholders, so you'll need to translate platform usage into business outco...

Proactively manage a book of mid-market Iterable customers, with exposure into up-market accounts.
Build and hold strategic advisor relationships at every level of the account, including C-suite and executive stakeholders. 
Connect platform usage directly to each customer's stated business goals, and build the ROI story in their language.
Bring a consulting approach to account strategy. Structure ambiguous problems, diagnose root cause rather than symptoms, and build the business case before recommending the solution.
Identify and pursue expansion opportunities, partnering closely with your Customer Account Manager (CAM) on the commercial motion.
Track shifts in the CRM, MarTech, and AI landscape and translate what's changing into concrete recommendations for your customers.
Lead the customer engagement cadence, including structured check-ins, success planning, relationship mapping, health checks, and onsite Executive Business Reviews.
Represent the voice of the customer into our product team, and work cross-functionally with Support and other teams to resolve issues fast.
Proactively monitor account health signals and know when to trust them versus dig in yourself. Catch risk before the customer raises it, not after.
Innovate on your ways of working to bring in agents, tools, and automations that develop your ability to become a strategic advisor
Judge your own success by what actually changed for the customer.

Experience owning a portfolio of B2B SaaS accounts with the goal of driving value, adoption, retention, and growth.
A demonstrated consulting mindset: structured, hypothesis-driven problem-solving, and genuine comfort operating in ambiguity.
Executive presence: a proven track record of engaging C-suite stakeholders and translating platform value into business outcomes and ROI in their terms.
Systems thinking. The ability to map how technology, process, and people interconnect, and design a strategy across that system.
Ease and fluency with AI-native products, and the ability to keep pace as the technology changes quickly — both what's emerging in the market and inside the business.
A track record of proactively learning and adopting new tools into your own ways of working.
Technical curiosity without needing to be an engineer.
CRM or marketing-technology industry expertise.
Strong written and verbal communication, with the ability to present complex ideas simply, including to executives.
Willingness to travel (up to ~25%) for onsite client meetings.
Prior management consulting or marketing industry experience.
Experience with data activation and automation tools.
Practical, applied use of AI tools (e.g., ChatGPT, Claude, Gemini) in real work tasks.
Familiarity with technologies like APIs, HTML, CSS, and Javascript
Fluency in Mandarin is valuable for our Asia-based customer base, though not required.