Customer Success Manager

• Lead and manage the complete onboarding journey for new customers
• Coordinate internal project delivery teams to deliver, configure, and implement customer requirements accurately and on time
• Manage day-to-day customer onboarding operations
• Serve as the main point of contact for customers after production launch
• Escalate and resolve client issues with technical, product support, and internal teams
• Act as the internal voice of the customer and manage expectations
• Maintain detailed onboarding project plans
• Coordinate internal and external meetings, agendas, follow-up notes, and action items
• Identify product features to help shape the B2B product roadmap
• Coordinate resources for onboarding and ongoing customer services
• Monitor customer KPIs and identify risks and opportunities
• Prepare monthly performance overviews and quarterly business reviews
• Analyze client data and present insights demonstrating partnership value and ROI
• Identify mutual growth opportunities and present them to internal stakeholders
• Facilitate introductions to sales teams for client expansion interest without owning negotiation or closing

• Serve as the main customer contact for helping customers achieve faster value, stronger adoption, and better business outcomes from AVEVA solutions
• Manage a portfolio of existing accounts through success planning, regular engagement, and trusted stakeholder relationships
• Work cross-functionally with internal teams and partners to maximize customer value and support growth
• Serve as the voice of the customer internally and help drive continuous improvement across products and services
• Onboard customers by establishing relationships, educating them on AVEVA resources and services, setting expectations, identifying business goals, and accelerating deployment readiness
• Support deployment by defining architecture, prioritizing solution rollouts, recommending services or support, defining enterprise roadmaps, managing services budgets, and coordinating AVEVA services and resources
• Drive adoption by understanding customer business and operations, defining success plans, consulting on valuable AVEVA use cases, leveraging workshops, and promoting strategic AVEVA software
• Identify expansion opportunities and collaborate with Sales to generate revenue
• Travel to customer sites approximately 25% annually

• Manage a portfolio of strategic ELSA B2B customers to drive engagement, retention, and satisfaction
• Partner with Sales on account strategies supporting upsell and renewal success
• Develop tailored customer success plans for product adoption, business impact, and loyalty
• Lead onboarding and implementation for new clients as a trusted advisor and product expert
• Build executive relationships and advise client stakeholders on internal L&D strategies
• Collaborate with Sales, Marketing, and Renewals on integrated customer programs and campaigns
• Contribute to global Customer Success processes, playbooks, and enablement materials
• Build a pipeline of new B2B opportunities in Thailand across corporate, education, and training center segments
• Execute outreach through calls, emails, networking, and localized marketing campaigns
• Conduct EdTech market research and identify trends, competitors, and opportunities
• Track and report key performance metrics supporting market expansion goals

• Manage approximately 25–35 hotel accounts as the primary advisor
• Ensure clients succeed on the platform, achieve their goals, and remain long term
• Help hoteliers improve digital guest experience, increase direct bookings, and maximize revenue
• Use platform data to demonstrate value and recommend actions
• Convert trials into long-term contracts
• Identify expansion opportunities, including additional products and properties
• Lead renewal conversations and negotiations
• Drive retention and growth across the account portfolio
• Build relationships with hotel marketing managers, general managers, and internal Product, Sales, and Engineering teams
• Share best practices and lead training
• Gather customer feedback and advocate internally for hotels
• Encourage clients to become advocates through events, webinars, and the hotelier community
• Represent Triptease and its clients