Customer Success Associate - VE

Responsibilities

• Collaborate with Customer Success Managers, Sales, and Renewals to increase market share within our existing account base.
• Assist CSMs in preparing for strategic customer meetings through the creation of detailed reports and impactful presentations.
• Coordinate internally to resolve complex customer questions, requests, and escalations across the APAC customer portfolio, reporting resolutions back to relevant CSMs.
• Analyze trends, identify opportunities, and support proactive customer growth strategies by leveraging regional, country, and customer-specific data.
• Stay current with product updates, pinpoint areas to deliver value across the APAC customer base, and keep CSMs informed about impactful new developments.
• Develop and deploy digital campaigns, including creating response templates for frequently asked customer questions and communications.
• Ensure data accuracy in Gainsight and Salesforce for customer engagement tracking, product utilization, and playbook management.
• Support the creation and maintenance of APAC Customer Success playbook documentation where regional requirements differ from global practices.
• Help develop and execute action plans based on customer feedback and survey data.

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