Customer Success Manager

About Qapita

Qapita is Series B equity management platform for startups and listed companies. Qapita supports over 2,000 clients across Asia, ANZ and the US, while engaging their investors and over 500,000 employees.

Qapita's platform offers cap table management tools for startup founders and provides VCs with a holistic view of their portfolio companies, fund administration and portfolio valuation and reporting tools and helps facilitate LP engagement. It also empowers both private and public companies manage their equity and cash incentive programs (commonly referred to as ESOP).

Complementing their platform, Qapita offers equity compensation and share plan design consulting services, valuation and financial reporting expertise, and private market liquidity solutions tailored to meet the needs of both shareholders and employees.

The Role

Given the growth of Qapita's customer base, Qapita's Customer Success (CS) team is growing. We are looking to add an experienced Customer Success Manager to support our customers across Southeast Asia and around the world.

Key Responsibilities

• Strategic CS Development: Craft and implement cohesive CS strategies tailored to critical stages of the customer journey, including upcoming renewals and relationship governance.
• Collaborative Insight Sharing: Partner closely with our internal functions. including product, valuations and consulting, providing valuable insights to enhance the overall customer process.
• Innovative Project Management: Strategically plan and execute new projects to identify areas for increased product usage and adoption.
• Creative Customer Campaigns: Develop and launch engaging campaigns to educate and nurture customers on the latest product features.
• Performance Reporting: Regularly report on product adoption, usage, and customer health to our leadership team, ensuring continuous monitoring and delivering actionable insights to stakeholders.
• Renewal pipeline generation: Experiment with diverse approaches to maintain a steady, qualified pipeline of renewals.
• Key Metric Tracking: Continuously monitor and report on crucial metrics such as renewals, churn rates, and CSAT scores.
• Operational Oversight: Provide operational oversight to ensure targets and KPIs are met.
• Best Practice Sharing: Educate clients on best industry practices in equity management to help Qapita's customers achieve their goals.

Required Qualifications

• Experience: 2-4 years of overall experience in a Customer Success role, preferably in finance, fintech and/or SaaS.
• Balanced Skill Set: A combination of strategic insight, analytical capability, operational efficiency, effective communication and collaboration skills.
• Process Expertise: Proficiency in systematic organization and delivering high-quality customer excellence.
• Data-Driven Approach: Expertise in applying data-oriented methods, adjusting parameters as needed and demonstrating powerful execution abilities.
• Stakeholder Management: Proven experience in handling various stakeholders, identifying key customers and collaborating with multiple teams.
• Technical Proficiency: Strong knowledge of relevant CS tools and technologies is a significant advantage.
• Empathy and Relationship Building: A customer-centric mindset with exceptional relationship-building skills.

How to Apply

Interested candidates are encouraged to send their CV and a quick video introducing themselves to [Confidential Information]. Cover letter is not required. Only shortlisted candidates will be notified, interviews are conducted on a rolling basis.

Diversity Hiring Policy

At Qapita, diversity fuels our innovation and connects us closer to our customers and the communities we serve. We are dedicated to fostering an inclusive workplace where all employees feel valued, respected, and supported. We are an equal opportunity employer, welcoming applicants from all backgrounds to join us in our mission to reshape the future of equity management and ownership in the private markets.