Senior Customer Success Manager - APAC

You will help customers achieve their goals, and this is only possible by understanding the users’ needs and by having an outstanding knowledge of the Kpler offering. Everyday is different for a Kplerian CSM!

Responsibilities

• Build and nurture strong, proactive relationships with assigned clients, supporting long-term adoption, satisfaction, and retention.
• Deliver seamless onboarding experiences, ensuring clients are set up for success and understand how to maximise the value of Kpler’s solutions.
• Develop and execute tailored engagement strategies to drive adoption, improve user experience, and increase platform utilisation.
• Provide expert support through email, calls, and in-person meetings, becoming a trusted point of contact for client questions relating to Kpler’s data and workflows.
• Regularly analyse client usage and engagement trends, identifying opportunities to better align Kpler’s solutions with client objectives, such as voyage planning, competitive analysis, and risk mitigation.
• Liaise with Product and Engineering teams to translate client feedback into actionable product improvements.
• Maintain accurate and detailed records in Salesforce, including engagement plans, success metrics, and customer health indicators.
• Provide accurate assessments of customer health and renewal probability, proactively identifying and addressing potential risks.

Skills and Experience

• 5+ years of experience in Customer Success, ideally supporting Government or Public Sector clients.
• Proven experience managing a portfolio of large, complex clients and building long-term strategic relationships.
• Strong interpersonal and communication skills, with the ability to build trust and credibility with a range of stakeholders.
• Highly organised and proactive, with the ability to manage multiple priorities independently while working effectively as part of a wider team.
• Ability to clearly articulate technical concepts to both technical and non-technical audiences.
• Empathetic and customer-focused, with strong listening skills and a genuine understanding of client needs.
• Demonstrated ownership of client outcomes, with a proactive approach to identifying opportunities and resolving challenges.
• Experience working with APIs, data structures, or other technical concepts is highly advantageous. Programming experience is not required.