Customer Success Manager, Enterprise

Rockrose Executive Search; Singapore; Hybrid; SGD 180,000 - 240,000; Full time

Job summary

Rockrose Executive Search seeks a senior Customer Success professional to own a strategic APAC book, acting as the primary CS presence and driving renewal and expansion across enterprises.

Based in Hong Kong or Singapore with hybrid work, the role focuses on high-value accounts, coaching juniors, and delivering value through effective retention and upsell strategies.

Qualifications

• 7+ years in Customer Success or Account Management selling enterprise B2B SaaS.
• Proven retention and upsell results against quota.
• Experience coaching and mentoring CS colleagues.

Responsibilities

• Own a book of enterprise accounts across APAC, driving adoption, renewal and expansion.
• Onboard and train new customers to reach value quickly and stay.
• Build and maintain success plans to drive adoption, retention and advocacy; surface upsell targets.

Skills

Enterprise SaaS

Customer Success

Account Management

Renewal & Upsell

Churn Management

Mentoring/Coaching

APAC Experience

Mandarin & English

Job description

As digital assets move into regulated finance, banks, exchanges and public agencies have to prove where money came from before they can transact. Our client is a category-leading blockchain analytics and crypto compliance platform, backed by tier-one financial institutions, and is scaling its APAC footprint on the back of a recent growth round.

Role Overview

You will carry a book of the region’s most strategic enterprise accounts and act as the senior Customer Success presence across APAC, reporting to the Global Director of Customer Success. This is an individual contributor role. You will be the person the region turns to when an account is at risk, joining those customer conversations and helping colleagues land the right outcome, and the one less experienced members of the team come to for coaching. Success is measured on net and gross retention, upsell against target, and the reference-ability of your accounts. Based in Hong Kong or Singapore, hybrid.

Key Responsibilities

• Own a book of the region’s most strategic enterprise accounts, driving adoption, renewal and expansion
• Onboard and train new customers so they reach value early and stay
• Build and maintain success plans that drive adoption, retention and advocacy, and surface upsell targets
• Run upsell opportunities end to end in your non-enterprise accounts, from pitch and demo through to negotiation
• Partner with the Account Executives on enterprise accounts to grow their value
• Hold net and gross retention across your book, including the churn and downsell conversations
• Act as the regional escalation point when an account is at risk, meeting customers alongside colleagues to help stabilise the relationship without taking it over
• Coach and mentor less experienced Customer Success colleagues across the region
• Read usage and engagement data to spot trends and expansion openings
• Carry regional customer insight back into the product roadmap

Key Requirements

Required

• Business-fluent Mandarin and English, used commercially with enterprise customers
• 7+ years in Customer Success or Account Management selling and supporting enterprise B2B SaaS
• Demonstrable retention and upsell results against quota
• Experience coaching and mentoring Customer Success colleagues without formal reporting lines
• Experience across a broad APAC customer base, with accounts spanning multiple internal teams
• Comfortable owning difficult conversations, including churn and downsell, and landing a workable outcome
• Hands-on and resilient where the operating model is still being built
• Able to work in a matrix organisation with stakeholders across time zones
• Based in, or able to work permanently in, Hong Kong or Singapore

Preferred

• Exposure to digital assets, financial services, payments or RegTech, whether as an employer or as a customer base
• Knowledge of AML, particularly in crypto
• Comfortable representing the business at industry events across the region
• Fluent use of AI tooling to lift personal productivity

Only shortlisted candidates will be contacted.