Customer Success Manager

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 the US.

Great data only compounds when customers actually use it, see the value, and renew bigger. This role owns that loop for our most important accounts.

The Role

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

What We're Looking For

Must Haves

• 4+ years in Customer Success or Account Management within B2B SaaS, ideally revenue tech, data, or a related space
• Experience managing a portfolio of mid-market or enterprise accounts with a commercial lens: you've held or influenced a retention or expansion number
• Helped build onboarding processes, not just followed them
• Can hold a room in a QBR and adapt your communication to the audience
• Organised and detail-oriented: happy to manage the admin that keeps accounts running smoothly
• Self-driven: you don't wait for a playbook to exist before doing the work
• Sharp commercial instincts: you think in terms of net revenue, not just NPS
• You live and breathe AI tools: you're genuinely curious about AI and already weaving it into how you work. Whether it's account research, QBR prep, or health monitoring, you default to reaching for AI tools rather than waiting to be shown how. You experiment, you iterate, and you bring that mindset to the team.

Highly Valued

• Experience with CRM and CS platforms: HubSpot, Salesforce, or similar - and using data to manage your book
• Prior experience in revenue tech, sales intelligence, or B2B data
• Startup or scaleup background where you've had to build the standard, not inherit it

The Environment

Firmable runs lean and ships fast, small senior teams, no layers, minimal process. The Customer function operates at continuous pace, with the autonomy to work how you work best.

We are an AI-native organisation. That means AI isn't a tool we reach for, it's the default operating mode. AI-assisted account research, automated health monitoring, agentic prep. If you're not already working this way, this role isn't right for you.

Why This Role

• Own the customer experience: for Firmable's most important accounts across ANZ, SEA, and the US
• Shape the function: work directly with leadership and influence how CS is built as we scale, rather than slotting into someone else's playbook
• Real career runway: clear progression into senior, team lead, and management roles within a structured career framework, with equity options; the ceiling is set by output, not tenure