(Senior) Customer Success Manager

Job Summary:

Ezily Platform connects brands to marketplaces like Shopee and Momo, and automates how orders, inventory, and product data move between them. It's what our largest, most integration-heavy customers run on.

You'll own a portfolio of those accounts — some brand new, some existing Ezily customers stepping up into Platform. Different starting points, same job: get them live, get them using it, keep them.

Key Responsibilities:

• Own the end-to-end customer journey, from onboarding, training, requirement gathering, implementation, adoption, and ongoing value realization.

• Validate the sales-to-CS handoff. Check what was sold against what can actually be delivered and by when, escalate any gap to sales before implementation starts, and get the customer's explicit sign-off on the agreed plan.

• Sequence onboarding around the fastest path to one visible outcome for the customer, and establish the account's operating rhythm from day one, including communication cadence, escalation path, and a single source of truth for status.

• Manage customer implementation projects end to end, including project planning, timeline management, milestone tracking, dependency coordination, risk escalation, and cross-functional alignment across customers, internal teams, and third-party vendors.

• Act as a growth advisor on your accounts. Use their channel and performance data in Ezily to find where revenue, channel performance, or operational efficiency is being left on the table, and bring the customer a specific, evidenced proposal rather than a general recommendation. Turn the ones they buy into scoped experiments with a defined measure and review date with product team, run them alongside the customer's team, and hold a regular review to decide what scales, what gets fixed, and what gets dropped.

• Lead delivery of committed platform connectors, integrations, and orchestration use cases, ensuring scope, timeline, dependencies, and trade-offs are clearly managed with both internal teams and client stakeholders.

• Drive adoption and ongoing value realization across the platform, ensuring customers actively use both current and future capabilities—not merely complete go-live—and achieve measurable operational and commercial outcomes from what has been delivered.

• Act as the primary customer-facing owner for support and issue resolution across the account, coordinating with engineering or the right internal team on implementation risks, incident triage, and timely client communication until resolution — for any issue type, not just platform stability.

• Identify patterns across accounts (e.g. recurring use cases, workflow requests, integration asks, and friction points) distinguishing repeatable needs from one-off requests, and build the business case for product prioritization by quantifying the accounts affected, the outcome it unlocks, and the revenue or renewal risk at stake.

• Own the account roadmap for each strategic account. The account roadmap is a rolling, customer-agreed plan that sequences the outcomes the customer wants against Platform capabilities that exist today — what's live now, what's next, what's deliberately deferred and why, with a measurable outcome and owner attached to each stage. It covers both sides' dependencies, including the customer's data readiness, headcount, and internal approvals. You'll build it from their business objectives, keep it current as the account matures and new capabilities become relevant, and reconcile priorities across HQ, regional, and local stakeholders so there's one agreed plan rather than three competing ones.

• Stay a stage ahead on every account. Know where each customer is under-using Platform — manual work that could be automated, channels not connected, capabilities they're paying for and haven't turned on — and have a view on their next step up before they ask for it.

• Own renewal readiness.

  • Track MSA fulfillment and delivered value (including goodwill work) against open gaps well ahead of renewal and pricing windows, and build the business case and sequencing plan for upsell/cross-sell expansion before the renewal conversation starts.

  • Maintain a ledger of goodwill/custom work and escalate to the BD lead when it should convert to paid scope.

• Create reusable customer success and delivery assets, including customer success stories, executive review presentations, account playbooks, connector onboarding templates, and workflow automation best practices to accelerate time-to-value for future customers.

Required Qualifications:

• Minimum 8 years of experience in Customer Success Management within B2B SaaS, ideally in a technical and data-driven environment.

• Proven experience owning complex enterprise B2B SaaS customers across implementation, adoption, value realization, stakeholder management, and renewal preparation.

• Strong technical and domain fluency across e-commerce, integrations, data platforms, MarTech, ERP, CDP, logistics, or marketplace ecosystems.

• Demonstrated ability to act as a strategic growth advisor, translating customer goals, business data, and operational challenges into actionable initiatives and measurable outcomes.

• Proven ability to influence senior decision-makers, build lasting relationships across organizational levels, and demonstrate strong business acumen.

• Excellent verbal and written communication skills, with the ability to present complex technical concepts in an easily understandable manner.

• Adaptable, open-minded, and comfortable navigating the fast-paced, evolving environment characteristic of an early-stage startup.

Preferred Qualifications:

• Proven experience leading early client onboarding for complex, integration-heavy products, with the ability to coordinate effectively across clients, internal stakeholders, and third-party technology partners.

• Experience driving customer adoption across multiple products or platform capabilities, rather than supporting a single-point solution.

• Proven track record in delivering success to clients at early-stage SaaS startup.

• This role requires excellent communication skills, with Mandarin, Japanese and English fluency being a significant advantage.

• Proven ability to proactively develop FAQs, manuals, or video guides to streamline responses and improve overall efficiency.

4 Components of a CSM Portfolio:

• Data-Driven Metrics: Include historical customer retention rates (NRR/GRR), Retention Rate, customer satisfaction (NPS/CSAT), and revenue generated from upsells/cross-sells (Expansion/Cross-sell).

• Anonymized Case Studies: Select 1–2 representative customer success stories.

• Methodology & Frameworks: Demonstrate your structured approach. Show how you map the Customer Journey, design the Onboarding Process, or build a Customer Health Score Model.

• Communication & Deliverable Templates: Provide self-designed templates with all sensitive data redacted. Examples include Quarterly Business Review (QBR) slide decks, renewal email flows, or customer crisis management playbooks.