Customer Success Manager

Overview

The Customer Success Manager (CSM) at Point of Rental Software is dedicated entirely to ensuring the continued success and satisfaction of both new and existing customers across the APAC region. Reporting directly to the APAC Regional Director, this role is crucial in nurturing customer relationships and maximizing the value clients gain from our software and services. The CSM collaborates closely with support teams, implementation specialists, and trainers located within Asia Pacific, as well as at offices in the UK and the US. Acting as the primary contact for customers, the CSM guides them through the entire partnership lifecycle.

Key Responsibilities

• Maintain a tiered call and visit schedule for important customers.
• Handle incoming customer inquiries and coordinate the appropriate resources to assist them.
• Inform key customers about new software releases and features.
• Communicate new customer sales requests to the Sales Team.
• Coordinate with the finance department to resolve customer invoicing and payment questions.
• Update the Support Team on changes to existing customer needs.
• Conduct some financial analysis related to customers.
• Manage critical customer relationships actively.
• Perform proactive outbound check-ins with key clients.
• Carry out occasional administrative office duties as necessary.

Preferred Qualifications and Skills

• Experience in account management, customer service, or customer success roles.
• Background in supporting software, sales, or account management environments.
• Strong financial understanding.
• Proficient with technology platforms including SalesForce, Xero, Service Cloud, and case management tools.
• Postgraduate degree in business, marketing, commerce, or technology preferred.

Desired Traits and Work Behaviors

• Proactive and enthusiastic attitude combined with a fun approach.
• Exceptional organizational and stakeholder management capabilities.
• Ability to build rapport naturally and foster relationships.
• Strong time-management and prioritization skills.
• Curious mindset with a drive for continuous self-improvement.
• Excellent written and verbal communication skills.
• Well-presented, people-focused, and capable of managing multiple competing priorities effectively.

Success Factors

Success at Point of Rental is anchored in the company’s EPIC culture and values which emphasize empowering, principled, innovative, and caring behaviors. Consistently demonstrating these values in interactions with customers, colleagues, and the company is essential for excelling in this role.