About the role
Firmable is the market-leading B2B sales intelligence platform in Asia-Pacific. Our competitive moat is our data — the deepest, most localised company and people dataset in every market we operate in. We've proven the model in ANZ. Now we're scaling it across Southeast Asia and beyond. Great data only wins when someone can show a prospect exactly why it matters. Customer Success Manager owns a book of high-value accounts end to end - from onboarding through to retention and growth. You will be accountable for portfolio health, retention, and expansion, not just relationships. You'll be the person these customers rely on to get more from Firmable, and the person leadership relies on to protect and grow the revenue inside your book. This is not a relationship-only role. You'll run structured onboarding, lead data-anchored business reviews, spot expansion signals, and operate across the full scope of customer success, from strategic QBRs to invoice reconciliation. You'll think in net revenue, not just NPS. Reporting to the Manager of Customer Success. ~75% hands-on: onboarding, business reviews, expansion conversations, operational account management. ~25% process: cross-functional collaboration, and shaping how the CS function is built.
What You'll Own Portfolio health, retention, and growth: a defined book of high-value accounts where you're accountable for the commercial outcomes, not just the relationship Onboarding & adoption: structured programmes that drive product adoption and time-to-value, tailored to how each customer actually uses Firmable Business reviews: regular QBRs with key stakeholders anchored in data, usage trends, and commercial outcomes, not status updates Expansion: identifying expansion signals in your book and working with sales to convert them Risk management: proactively spotting disengagement, addressing it early, and building a plan before it becomes churn Operational account management: billing, contract queries, CRM hygiene, internal escalations; the unglamorous work that keeps accounts running Cross-functional collaboration: closing the loop with product, sales, and support on customer feedback so it actually drives outcomes
