Customer Success Manager, APAC

Pexip is looking for a new Rockstar working in our ANZ team supporting Pexip success across the APAC region. The role is for a Customer Success Manager that will be based in Sydney and will report to our Regional Leader for ANZ. We offer work flexibility, but you will be expected to work from the North Sydney office as required.  

At Pexip, one of our ambitions is to ensure we provide the highest level of customer satisfaction and engagement, and the Customer Success Manager role will be responsible for directly managing the revenue growth for an aligned set of Government and Enterprise accounts.

The ideal candidate has a proven track record of consultative selling of software or collaboration solutions to large organisations. You must possess an entrepreneurial spirit, be able to put customers first and have broad experience in working on large and complex sales projects. 

You are passionate, content to take responsibility for your actions and performance, and are a team player with strong integrity. The Pexip culture builds firmly on the human aspects of being part of the team, and you will form the role of leading by example to team members. 

Alongside the local technical and sales champions, you will lead the renewal activities within the APAC region ensuring upsell and growth within the existing customer base.  

Role and Responsibilities 

Some of the responsibilities of the position include: 

Results oriented:

• Goal-oriented and data-driven, focus on turning customer data into meaningful customer interactions that offer value 
• Drive towards monthly/quarterly KPI’s, including usage and adoption, renewal rates, customer contact, and more.

Customer Advocate:

• Serve as the customer's primary voice within Pexip, including into product development, leadership, sales, and operations 
• Help drive adoption of the Pexip product offerings by the customer base to build “stickiness” and cement long-term value.

Communication is key:

• Maintain a regular cadence of communication with key accounts
• Identify at risk customers based on health monitoring and work with Sales & Engineering to improve customer adoption 
• Communicate technical concepts to non-technical people 

Drive renewals, upsells and retention:

• Own and support the customer renewals process. Coordinate with Pexip sales, channel partners, and the customer to ensure timely renewals that maximize value to the customer
• Educate existing customers on additional Pexip products to increase revenue

Be a team player:

• Manage cross-departmental customer issues, including billing issues, support issues, etc.
• Work with finance, sales and operations to complete renewal and restructure contracts. Coordination and communication of daily and weekly reporting to management.

Organized, independent and a clear thinker:

• Able to effectively prioritise cases based on urgency, impact, and customer need
• Capable of evaluating multiple resolution paths and making decisions to create the best possible outcomes

 Required 

• Have a minimum of 2 years’ experience working with software technology solutions to senior leaders in large enterprises. 
• Have experience and knowledge on the foundations of customer success.  
• Demonstrate a career pattern of being able to quickly understand different technologies and an ability to advise complex organisations on efficient implementation and utilisation. 
• Display strong analytical, verbal and written communication skills. You should be very comfortable presenting to groups of cross-functional executives. This position will regularly interact with C-level and other senior leadership. 

Why Pexip? 

Our purpose is to unlock the potential of video by pushing technology to new limits and presenting customers with innovative solutions that solve their challenges. Pexip was founded by a team of scientists, explorers, business developers, and designers who have been disrupting the video technology industry for decades, constantly pushing the limits of what’s possible. Our culture builds on the solid foundation of The Pexip Way. We are passionate and curious people who love what we do. Work is not a place for us but a meaningful part of our lives and something we look forward to every day. Our technology enables organizations to communicate and collaborate effectively, regardless of location. As a result, employees have the chance to work on meaningful projects that have a positive impact on businesses and communities.

Some of our benefits: 

• We put people and culture first in everything we do. 
• We care about our health and take employee wellness seriously by promoting mindfulness, community, exercise, and flexibility at work. 
• We are a flat organization, embracing freedom and responsibility, aligned to accountability and performance goals. 
• We are proud to play the role of a technology enabler in the innovation ecosystem of our industry, and we have a fantastic team of highly talented people working here. You will work with them on disruptive and ambitious projects that move our industry forward. 
• Connection is critical to building a resilient culture. We promote openness where people can grow, thrive, and succeed at work. 
• Fun matters. We do everything we can to have fun at work. That does not only mean walking contests and happy hours but making everything we do every day enjoyable. 

Equal Opportunity

Pexip is an equal opportunity employer who evaluates applicants regardless of an individual’s age, race, color, gender, religion, national origin, sexual orientation, disability or veteran status. We are committed to creating a diverse and inclusive environment at work and are proud to be an equal-opportunity employer. 

We ask for gender as part of our application to ensure equal assessment in the recruitment process. Your answer will help us reach this commitment! However, the question about gender is optional and your choice not to answer will not affect the assessment of your application in any way.