About Aeris Communications Inc.
For more than three decades, Aeris has been a trusted cellular IoT leader enabling the biggest IoT programs and opportunities across Automotive, Utilities and Energy, Fleet Management and Logistics, Medical Devices, and Manufacturing. Our IoT technology expertise serves a global ecosystem of 7,000 enterprise customers and 30 mobile network operator partners, and 90 million IoT devices across the world. Aeris powers today’s connected smart world with innovative technologies and borderless connectivity that simplify management, enhance security, optimize performance, and drive growth.
Role Purpose
The Senior Customer Success Manager – Channel is responsible for ensuring enterprise customers served through assigned Communication Service Provider (CSP) partners achieve successful outcomes from Aeris services throughout their lifecycle.
Operating within the Technology organization, the role leads post-sale Customer Success activities for strategic customers, working through CSP partners to maximise customer value, improve adoption, strengthen retention, and enhance the customer experience. The role combines proactive customer success practices, structured governance, AI-enabled insights, and cross-functional leadership to identify risks early, improve outcomes, and protect existing business.
The role will utilize approved AI capabilities to enhance customer insight, support decision-making, improve productivity, and increase the effectiveness and scalability of Customer Success activities.
Key Responsibilities
Customer Success & Value Realization
· Develop and execute Customer Success Plans aligned to customer objectives, success criteria, and desired business outcomes.
· Drive adoption and ensure customers realize measurable value from Aeris services throughout the customer lifecycle.
· Monitor customer health indicators to identify risks, declining adoption, and opportunities to improve customer outcomes.
· Develop and implement mitigation plans to strengthen retention and protect existing business.
· Use customer feedback and insight to continuously improve the customer experience.
Governance & Stakeholder Management
· Build trusted relationships with operational, technical, commercial, and executive stakeholders within assigned CSP partners.
· Lead governance forums, service reviews, and executive updates focused on customer outcomes, priorities, risks, and agreed actions.
· Facilitate alignment and accountability across stakeholders to drive successful outcomes.
· Partner with Sales and Account Management teams to provide visibility of customer health, priorities, and risks relating to existing business.
Cross-Functional Leadership
· Coordinate cross-functional teams to remove barriers to customer success and progress customer priorities.
· Influence Product, Engineering, Support, and Service Operations teams to improve customer outcomes and experience.
· Ensure customer-impacting issues and escalations receive appropriate visibility, communication, and follow-through.
· Drive agreed actions and improvement initiatives through to completion.
AI & Continuous Improvement
· Utilize approved AI capabilities, customer data, and analytics to identify risks, opportunities, and recommended actions.
· Apply automation and technology to improve the effectiveness, consistency, and scalability of Customer Success activities.
· Contribute to the development of playbooks, knowledge assets, and best practices that improve team effectiveness and maturity.
Qualifications & Experience
7–10+ years' experience in Customer Success, Technical Account Management, Partner Management, Service Delivery, or similar customer-facing roles within telecommunications, IoT, SaaS, or connectivity environments.
Experience managing strategic enterprise customers through indirect channels or partner ecosystems.
Proven experience developing and executing customer success plans that improve customer outcomes, adoption, and retention.
Experience leading executive governance forums and managing senior stakeholder relationships.
Strong understanding of IoT and connectivity ecosystems, including concepts such as provisioning, roaming, connectivity management platforms, APIs, incident management, and service governance.
Ability to translate technical concepts into meaningful business outcomes for customers and partners.
Experience using customer data, analytics, and AI-enabled capabilities to support proactive decision-making and customer engagement.
Skills & Competencies
· Ability to build credibility and trust with both business and technical stakeholders.
· Customer-centric mindset focused on delivering measurable outcomes and long-term value.
· Strong stakeholder management and executive communication skills.
· Strategic thinker who can translate customer objectives into practical actions and outcomes.
· Proactive in identifying risks, dependencies, and opportunities before they impact customer success.
· Strong influencing and facilitation skills, with the ability to drive outcomes across matrix organizations without direct authority.
· Data-driven approach to decision-making, using analytics and AI-generated insights appropriately.
· Confidence in utilizing approved AI capabilities to improve productivity, customer insight, and Customer Success effectiveness.
· Strong judgement and resilience when balancing competing priorities, ambiguity, and customer expectations.
Additional Requirements
· Fluent Mandarin Chinese and English (spoken and written).
· Ability to work effectively across multiple cultures and time zones across APAC.
· Willingness to undertake occasional international travel as required.
