Overview
A hybrid individual contributor + leadership role. You will personally own and manage a small set of strategic Enterprise accounts, delivering Signature Success outcomes directly to customers, while also leading, coaching, and developing a team of Customer Success Managers.

Key Responsibilities
Player (Individual Contributor)

• Own a select set of strategic Enterprise accounts, acting as the primary CSM and trusted advisor to executive stakeholders.

• Build and execute Success Plans, drive adoption, and deliver on Signature Success program commitments (e.g., proactive engagements, escalation management, technical health reviews).

• Identify expansion, renewal risk, and value-realization opportunities within your owned accounts.

• Model best-in-class CSM behavior that the broader team can learn from.

Coach (People Leadership)

• Manage, mentor, and develop a team of CSMs, setting clear goals and providing regular coaching and feedback.

• Oversee team account portfolios — ensuring Success Plans, engagement cadences, and health/risk tracking meet operational standards.

• Drive team performance against retention, renewal, adoption, and customer satisfaction targets.

• Partner cross-functionally (Sales, Support, Product, Professional Services, Architects) to remove blockers for the team and for your own accounts.

• Support hiring, onboarding, and career development for the team.

• Report on team and portfolio health to senior leadership; escalate risk appropriately (e.g., Red Account processes).

Requirements:

• Must have experience as a Customer Success Manager in an Enterprise/Signature or strategic account context.

• Strong technical Salesforce CRM skillset, with relevant Salesforce certifications, plus consulting or project management experience - needed to credibly guide customers and coach the team on platform adoption and value realisation.

• Preferable but optional team-lead experience, ideally in a player-coach capacity.

• Strong executive presence and relationship-management skills with C-level stakeholders.

• Deep familiarity with Success Plans, engagement/renewal motions, and CS tooling (e.g., Salesforce equivalent).

• Ability to balance hands-on account ownership with team leadership responsibilities.

• Fluency in Thai or Vietnamese, with strong command of English (both written and spoken) — required for engaging regional Enterprise stakeholders and internal global teams.