⭐ We are looking for a seasoned Customer Success Manager to join our newly created Singapore office

As a CSM, you will be responsible for managing dozens of customer relationships. Some of your customers will be new while others may have been using DataDome for several years. Your first and foremost KPI is the satisfaction your customers will express about DataDome: we are leader on G2.COM and are aiming for securing a 100% retention rate.

DataDome is a customer-centric company, you will be on the front line working with our Sales, Operations, and Delivery teams to onboard, activate, support and renew your customer portfolio.

🎯 YOUR OBJECTIVES

Customer’ success is the cornerstone of DataDome and we are laser focused on achieving our Customers goals. With more than 150 customers across all regions, we are currently growing our dedicated Customer Success team in our office in Singapore.

We are looking for an experienced Customer Success Manager to report directly to the Head of Customer Success.

You will be responsible for key accounts in the APAC region with short or long term commitment.

Your objectives will include:

Ensure our Customers achieve their objectives with DataDome solution.
Drive the best customer experience as trusted advisor throughout the Customer journey.
Secure 100% of renewals contracts.
Convert monthly committed customers into yearly contracts.

👉 MAIN ACTIVITIES

Know your assigned accounts: understand their business, challenges, and objectives expected with bot protection.
Carry out each customer’s journey stages with triggers for the next steps to let them achieve the business value faster and secure the renewal.
Build a solid base of referred users from your accounts and transform them as promoters and DataDome ambassadors.
Engage customers for co-writing customer stories and sharing their feedback and experience on peer to peer review sites (eg G2.com).
Evaluate current adoption maturity level and blockers to adoption, and provide adoption best practices and a prescriptive approach to increase adoption for a successful renewal.
Anticipate any threats and risk zones to the customer achieving their stated goals, satisfaction or renewal, and build a risk mitigation plan or escalate as needed.
Own, drive and manage contract renewals negotiations to on-time closure and exe

👤 What we look for

5+ years at least in a Customer Success, or Account Management role.
Previous experience in a B2B SaaS environment is MANDATORY
Experience working with a technical / corporate IT base.
Bachelor’s Degree or equivalent experience.
Only Singaporean and PRs will be considered for this role

📣 Customer Centric

Customer oriented and “client first” attitude.
You are dedicated to enabling the success of our customers and make decisions with the customer’s best interest at heart.
Creative problem solver, ability to assist our customers into crisis / bot attacks.

👥 Team Spirit

We win as a team: Sales, Onboarding, Tech, Admin, Customers and Partners.
You care deeply about building trust with everyone you work with.
You want to be part of a passionate and mission-driven team.

📈 Growth

Strong leadership and ability to relate to a wide range of audiences including Executive/C-levels.
Strategic thinker to turn Customers’ success KPIs into action plans and oversee their successful execution and implementation.
Experience independently negotiating contract terms and overcome pricing objections for up-sell/cross sell activities.
Excellent verbal and written communications skills: effective at leading and facilitating executive meetings and workshops.

💙 Passionate

Passionate and pro-active, self-starter who can work independently and as part of a team.
What you don’t know, you’ll jump right in and learn. You’re not afraid to go find solutions to difficult problems that crop up.
You constantly look for areas of improvement and seek out solutions.

What are the next steps?

If your application is selected, our Talent Acquisition Manager will contact you for a first chat
You will then meet with our Head of Customer Success
You will do a 1h work session on typical client situations with our Head of Customer Success and our CMO.
The final step will be a 1to1 meeting with our CEO
Welcome to DataDome!

DataDome is an equal opportunity employer, and proud to be committed to diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age.