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Tech Stack
Tools & technologiesWeb3
About the role
Key responsibilities & impact- Own the health, retention, and expansion pipeline across a strategic mid-market portfolio in APAC
- Serve as the strategic point of contact for in-region customers and guide them toward best practices
- Develop and maintain account plans covering goals, success metrics, and long-term strategies
- Lead renewal cycles end-to-end, maintain retention forecasts, and negotiate commercial terms
- Identify and champion expansion opportunities, partnering with Product to position additional solutions
- Run strategic business reviews and success discussions demonstrating ROI
- Advise peers on complex renewals, escalations, and stakeholder situations
- Model and share best practices for account planning, health-score interpretation, and renewal forecasting
- Help onboard and ramp new CSMs through call shadowing, account-plan reviews, and mentoring
- Contribute to regional playbooks, tools, and enablement content
- Represent the CSM team in cross-functional forums with Sales, Product, Solutions, and Marketing
- Achieve six-month goals including portfolio ramp-up, account plans, renewal or expansion closure, playbook improvements, and cross-functional participation
Requirements
What you’ll need- Native Mandarin speaker
- Proven experience in Customer Success, Account Management, or Renewals within B2B SaaS, managing mid-market customers with complex workflows
- A track record of being the person peers informally seek out for advice
- Strong retention and renewal strategy skills, with accurate pipeline forecasting and demonstrated ability to drive expansion
- Fluent in using AI-based tools for customer insights, health scoring, and workflow automation
- Experience running executive-level business reviews, with a commercial mindset for negotiating customer and company needs
- Comfort operating without formal management authority in a global, cross-functional environment
- Knowledge or experience in AML, particularly within crypto or financial services (bonus)
- Familiarity with blockchain, Web3, or digital assets (bonus)
- Interest in public speaking and representing the company at industry events (bonus)
- Prior experience in a player-coach, team lead, or senior IC with informal mentorship capacity (bonus)
Benefits
Comp & perks- Share Options
- 25 days of annual leave in addition to Singapore Public Holidays
- Health insurance
- Personal training budget
- Laptop + equipment you need
- Home office allowance
- Full access to Spill Mental Health Support