Customer Success Manager APAC

Who We Are Athos Commerce enables ecommerce and digital marketing teams greater control over how their products are found, merchandised, and sold—on-site and across all digital marketing channels. Our tools span AI-powered search, personalized recommendations, smart merchandising, optimized product data syndication, A/B Testing and marketplace/social commerce performance. We help brands grow with sharper visibility, higher conversion, and less friction. Backed by PSG Equity and supported by a global team across North America, Europe, and APAC, we are building practical, powerful tools for the next era of commerce. Athos Commerce unites shopper intent and product visibility across every touchpoint. Who You Are

• You’re a natural relationship builder who loves turning customers into long-term champions
• You get energy from solving problems and helping people succeed
• You can explain complex ideas in a simple, clear, and engaging way
• You care about outcomes - using data and insights to drive real impact
• You’re adaptable, resilient, and motivated by the fast pace of growth

What You'll Do As a highly motivated Customer Success Manager, you will be responsible for delivering a best-in-class customer experience for our search, merchandising, and personalisation solutions. This role includes responsibilities for all Customer Success activities (e.g. on-boarding, adoption, advocacy, retention, etc.) and outcomes (e.g. renewals, up-sell, etc.). How You Will Succeed

• Manage key relationships with current Athos customers to drive product adoption, optimisation, and uncover opportunities for an improved user experience.
• Drive retention and growth with current Athos customers by understanding their business needs and helping them succeed.
• Identify opportunities for customers to act as Athos advocates (testimonials, case studies, G2 crowd reviews).
• Manage customer onboarding of new customers, training of end-users, and post-live support to ensure they are using Athos to the fullest extent.
• Collaborate with the technical support and implementations team to configure our implementation per customers; requirements and troubleshoot issues raised by customers.
• Represent the voice of the customer to provide input for product enhancements, marketing, and sales process.
• Be proactive, use initiative, and act quickly to mitigate client churn.

Responsibilities

• Build strong relationships with customers:
• Proactively engage with customers to understand their goals, challenges, and expectations.
• Regularly conduct business reviews to align on customer goals, communicate value realisation, assess customer sentiment and identify opportunities for expansion.
• Demonstrate initiative when it comes to managing your customer base.
• Drive customer success and retention:
• Develop and implement customer success strategies and initiatives to ensure successful adoption and usage of our SaaS products.
• Monitor customer metrics and key performance indicators (KPIs) to track usage, satisfaction, and retention rates.
• Identify potential risks or issues that may impact customer success and take proactive measures to mitigate them.
• Collaborate with internal teams:
• Provide customer feedback and insights to internal stakeholders to drive product enhancements and improvements.
• Collaborate with the implementation and support teams to ensure a smooth onboarding experience and timely issue resolution.
• Deliver exceptional customer experience:
• Act as an advocate for customers, ensuring their voices are heard and their needs are addressed.
• Handle customer escalations or complaints with empathy and professionalism, working towards a swift and satisfactory resolution.
• Provide training, resources, and best practices to customers to maximize their usage and adoption of our SaaS products.
• Analyse customer data and provide insights:
• Utilise data analytics and reporting tools to analyse customer usage patterns and behaviour.
• Identify upsell and cross-sell opportunities based on customer needs and usage patterns.
• Prepare reports and presentations to showcase customer success metrics and share insights with internal and external stakeholders.
• Competitors:
• Be a subject matter expert on the Athos platform and be able to explain the benefits of the Athos solution in comparison to competitors.

What We're Looking For?

• Proven experience in a Customer Success or Account Management role within a SaaS environment, with demonstrated success in driving retention, renewals, and expansion.
• Industry knowledge will be key to your success. Prior experience in eCommerce, digital marketing, performance marketing or marketplaces is strongly preferred. Knowledge of platforms like Shopify is a distinct advantage.
• Aptitude for quickly learning new technologies to become a product expert, capable of running live demonstrations and effectively communicating value. Working knowledge of Javascript, HTML and CSS desirable.
• Exceptional ability to build strong customer and partner relationships, coupled with a passion for driving customer outcomes, revenue growth, and meeting targets.
• Highly motivated, results-oriented top performer with a history of overachievement and a desire for continuous learning.
• Ability to work remotely within Australia, ideally in Sydney or Melbourne and able to attend customer visits and team meet ups as required

Benefits And Company Perks

• Fast-growing company with a proven playbook for success
• Work with innovative, industry-leading technology
• Join a high-performing, supportive team
• Company-funded health insurance
• Remote-first and flexible work environment

Athos Commerce is an equal-opportunity employer and proud to foster a workplace free from discrimination and harassment. We strongly believe that diverse backgrounds, experiences, and perspectives are essential in cultivating an inclusive culture and building an innovative, successful organization. All qualified applicants are considered for employment, without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status. If you require accommodation during the application process, please don't hesitate to contact us.