Customer Success Manager, APAC

Role Overview

The Senior Customer Success Manager – Channel is responsible for ensuring enterprise customers served through assigned Communication Service Provider (CSP) partners achieve successful outcomes from Aeris services throughout their lifecycle.

Operating within the Technology organization, this role leads post-sale Customer Success activities for strategic customers, working through CSP partners to maximize customer value, improve adoption, strengthen retention, and enhance the customer experience. The role combines proactive customer success practices, structured governance, AI-enabled insights, and cross-functional leadership to identify risks early, improve outcomes, and protect existing business.

The role will utilize approved AI capabilities to enhance customer insight, support decision-making, improve productivity, and increase the effectiveness and scalability of Customer Success activities.

Occasional international travel required.

Key Responsibilities

• Develop and execute Customer Success Plans aligned to customer objectives, success criteria, and desired business outcomes.
• Drive adoption and ensure customers realize measurable value from Aeris services throughout the customer lifecycle.
• Monitor customer health indicators to identify risks, declining adoption, and opportunities to improve customer outcomes.
• Develop and implement mitigation plans to strengthen retention and protect existing business.
• Use customer feedback and insight to continuously improve the customer experience.
• Build trusted relationships with operational, technical, commercial, and executive stakeholders within assigned CSP partners.
• Lead governance forums, service reviews, and executive updates focused on customer outcomes, priorities, risks, and agreed actions.
• Facilitate alignment and accountability across stakeholders to drive successful outcomes.
  Partner with Sales and Account Management teams to provide visibility into customer health, priorities, and risks relating to existing business.
• Coordinate cross-functional teams to remove barriers to customer success and progress customer priorities.
  Influence Product, Engineering, Support, and Service Operations teams to improve customer outcomes and experience.
• Ensure customer-impacting issues and escalations receive appropriate visibility, communication, and follow-through.
• Drive agreed actions and improvement initiatives through to completion.
• Utilize approved AI capabilities, customer data, and analytics to identify risks, opportunities, and recommended actions.
• Apply automation and technology to improve the effectiveness, consistency, and scalability of Customer Success activities.
• Contribute to the development of playbooks, knowledge assets, and best practices that improve team effectiveness and maturity.

Requirements

• Experience in Customer Success, Technical Account Management, Partner Management, Service Delivery, or similar customer-facing roles within telecommunications, IoT, SaaS, or connectivity environments.
• Experience managing strategic enterprise customers through indirect channels or partner ecosystems.
• Proven success developing and executing customer success plans that improve customer outcomes, adoption, and retention.
• Experience leading executive governance forums and managing senior stakeholder relationships.
• Strong understanding of IoT and connectivity ecosystems, including provisioning, roaming, connectivity management platforms, APIs, incident management, and service governance.
• Ability to translate technical concepts into meaningful business outcomes for customers and partners.
• Experience using customer data, analytics, and AI-enabled capabilities to support proactive decision-making and customer engagement.
• Strong stakeholder management and executive communication skills with the ability to build credibility and trust across business and technical audiences.
• Customer-centric mindset focused on delivering measurable outcomes and long-term value.
• Strategic thinking skills with the ability to translate customer objectives into actionable plans and outcomes.
• Strong influencing and facilitation skills, with the ability to drive outcomes across matrix organizations without direct authority.
• Proactive approach to identifying risks, dependencies, and opportunities before they impact customer success.
• Data-driven approach to decision-making using analytics and AI-generated insights appropriately.
• Confidence utilizing approved AI capabilities to improve productivity, customer insight, and Customer Success effectiveness.
• Strong judgment and resilience when balancing competing priorities, ambiguity, and customer expectations.

Bonus Points (preferred skills)

• Fluent Mandarin Chinese and English (spoken and written).

About Aeris Communications Inc.

For more than 30 years, Aeris has been a global leader in cellular IoT, powering connected solutions across automotive, utilities and energy, fleet management and logistics, medical devices, and manufacturing. Today, Aeris supports a global ecosystem of 7,000 enterprise customers, 30 mobile network operator partners, more than 115 million connected devices, and 45 million connected cars worldwide. Through secure, scalable, and borderless connectivity solutions, Aeris helps organizations simplify operations, improve performance, and accelerate growth in an increasingly connected world.