Customer Success Manager

Revinate is one of the largest and most innovative providers of direct revenue-generating solutions in the hospitality industry. Revinate's mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. Revinate’s Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey. Revinate Marketing has won 1st place for Hotel CRM & Email Marketing in the HotelTechAwards five years in a row!

Role Overview

The Revinate Customer Success Manager for APAC (CSM) will lead the post-sales efforts in building processes and procedures that are successful and repeatable in delivering value to the Revinate customer. The ideal candidate brings a proven record of success in a SaaS technology company where they have helped drive customer adoption, had responsibility for revenue retention, and demonstrated an ability to drive growth in their assigned accounts. This person will work best in a dynamic, technology-driven environment utilizing phone and on-site interactions to effectively manage a high velocity of activity.

Goals

• Client Success: All clients must be DELIGHTED with Revinate and our service, not just satisfied.
• Client Management: CSMs are the single point of contact for their assigned accounts and will work best in a dynamic, technology-driven environment to effectively manage a high velocity of activity.
• Renewals: Success is driven by high NPS and Renewals. This role will be responsible for renewals of defined Strategic accounts in the APAC region.
• Product Support: Understand the requirements of customers, with use cases. Prioritize them for review with the Product team.

What You'll Do

• Become a superuser of all Revinate products, knowing them inside and out.
• Provide coaching and education to improve the adoption of Revinate products by every customer.
• Conduct regular customer reviews/virtual workshops to identify areas of strength and areas for improvement.
• Deliver best practices to customers to help improve their overall Customer Success and the value that Revinate brings.
• Build relationships beyond the day-to-day customer contact to ensure engagement across the organization.
• Transparently report and track customers through the loyalty touch-point process.
• Report internally on intelligent product feedback and recommendations from customers.
• Manage renewals with existing customers, coordinating closely with the Director of Customer Success.
• Educate customers on new Revinate products and identify upsell opportunities, coordinating closely with Sales.

What You'll Bring

• Fluency in English is mandatory.
• Must be able to work with accounts across the APAC region, including frequent collaboration across diverse cultures and time zones.
• Must hold or be eligible for a Thai working visa; Thai nationality is not required.
• Strong knowledge of post-sales account management, including presentation skills, and short/mid/long-term opportunity management.
• Technical knowledge and negotiation skills.
• 2+ years of account management experience from a tech company—ideally with Marketing Automation, CRM, or related applications in a SaaS environment.
• Business fluency in any additional Asian language is a plus.
• Experience collaborating on strategies for assigned accounts to fully leverage technology solutions.
• Proven track record of successfully owning a book of business, especially as it pertains to customer results.
• Ability to collaborate effectively with individuals across an organization.
• Excellent interpersonal, communication, and presentation skills, including speaking in a conference setting with a large audience.
• Hospitality experience is a plus.
• Experience with Salesforce is a plus.
• Must be an aggressive self-starter, requiring little supervision.
• Willingness to travel.

What We Can Offer

• Competitive salary & quarterly bonus
• Benefits Package: Comprehensive Medical for you and your family
• Time off: Annual Leave and Parental Leave for those expecting new family members
• Extraordinary culture: Focused on learning and every employee’s personal and professional development
• Amazing co-workers: You'll be surrounded by a passionate, high performing, collaborative team that can help you learn something new every day.
• Amazing location: our Singapore office is centrally located in the CBD

#LI-Hybrid

#AE-1

Excited?! Want to learn more? Apply Now!

Our Core Values:

One Revinate - United & Strong, on a single mission together

Built on Trust - It’s the foundation of everything we do

Expect Amazing - We think, dream & deliver big

Customer Love -- When the customer wins, we win

Make it Simpler -- Apply it to everything we do

Hungerness -- Feel it, follow it, be relentless about our success

Grounded in Gratitude - We’re glad to be here & make the most of every day

Revinate Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Revinate complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. 

Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary. 

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