Customer Success Team Manager

Similarweb is the most trusted platform for understanding online behavior. Millions of people rely on Similarweb insights daily as the ground truth for their knowledge of the digital world. We empower anyone — from the curious individual to the enterprise business leader — to make smarter decisions by understanding why things happen across the digital ecosystem.

SimilarWeb has raised over $240M and have 1,000 employees across 10 global offices. In May 2021, we began trading on the New York Stock Exchange (NYSE), and we couldn’t have done it without each and every one of our Similarwebbers.

Reporting to the Director of Client Services, APJ, you will be a key member of the Client Services Leadership team, driving proactive, cross-functional alignment regionally while sharing and adopting best practices from within your team. You'll develop the expansion playbook for existing accounts to grow annual recurring revenue and will work closely with Sales, Account Management, Onboarding, Support, Consulting, Strategy, and Marketing to ensure accounts are receiving end-to-end value necessary to ensure renewals and maintain high client satisfaction to build success in their lifecycle. 

As the APAC Team Manager of Client Success at Similarweb you will:

• Lead a Customer Success team (6-7 team members) to manage retention, maintain relationships of existing customers and drive upsell opportunities
• Participate in meetings and consult clients by deeply understanding core product use cases and develop actionable digital insights to help drive client’s KPIs
• Refine and develop Customer Success processes, including core metrics necessary in enriching the client’s lifecycle
• Work closely with the Support, Onboarding, Advisory and Technical Solutions teams to drive product adoption
• Hire, train, inspire and continuously coach/develop all Customer Success Managers under your remit
• Forecast/report on renewals, client engagement and upsell metrics to senior leadership
• Focus on ensuring Customer Success Manager’s engagement and that their motivation remains high. You will be responsible for their career development and planning, and also being able to address and course-correct performance or operational issues.

What the ideal candidate looks like:

• 2+ years of experience in leading/coaching/managing Customer Success or Account Management teams in APAC and/or GCR region
• 6+ years of client-facing experience with Mid-market/SMB-level clients while working in a digital enterprise or SaaS-based company as a Customer Success Manager, Account Manager, or Account Executive
• Proven track record of driving renewal, churn mitigation and sales metrics
• Intermediate to Advanced knowledge in digital marketing and/or advertising or other similar domains
• Understanding of digital channels such as SEO/SEM, Paid Media, Display Advertising, Affiliate Marketing, Social Marketing, Email, etc.
• Experience with Similarweb, Comscore, Nielsen, Google Analytics, Adobe, and/or other digital measurement or marketing tools will be a HUGE plus
• Comfortable working cross-functionally with Sales, Product and Marketing teams to develop strong renewal strategies for subscription-based or SaaS businesses
• Experience in building internal processes and operations through tools, like Salesforce, Mailsuite, Chorus, Salesloft, etc.
• Fluency in Mandarin and English is a must

Why choose Similarweb?

We believe that building a great product and a great company starts with finding amazing people and helping them grow and develop professionally and personally. At Similarweb, you’ll be surrounded by curious, witty and passionate people that are hungry to drive real impact. We are proud to have over 1,300 creative and talented professionals globally, and we strongly believe in winning together as a way of driving a successful business!  

Our Values:

• Data Driven: We believe data driven decisions are the key to success and we are evangelists for the power of digital insights
• Passionate: We care deeply about what we do, are accountable for our actions and are committed to helping each other
• Excellence: We believe in excellence as a mindset. It’s in our nature; and we work hard to make a difference
• Winning Together: We know what it takes to build a great company and a great product and it begins with valuing each and every member of our team and working together to reach new heights.

Bring your authentic self, DEI @ Similarweb

Similarweb is a global company that strives to create a workplace reflective of the communities we serve, where individuals are empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.