Senior Customer Success Manager, APAC

Senior Customer Success Manager, APAC

WHO WE ARE

Tradable Bits is a premier fan engagement technology company dedicated to helping  music,  entertainment and sports  brands cultivate deeper, more meaningful audience connections. Our advanced SaaS platform empowers partners to seamlessly capture and activate fan data enabling them to market with precision, personalize fan experiences, and drive measurable business results.

Based in Richmond, Melbourne, our APAC division has established a stellar reputation across Australia, New Zealand, and Asia over the past four years, built on a foundation of strategic partnerships and a service-first philosophy. We are proud to collaborate with industry leaders including: 

                  Music:  Destroy All Lines and UMG.

                  Sports: AFL,NRL, NBL,  Basketball, Netball, Hockey, Rugby & Soccer 

Our global operations are headquartered in Vancouver, Canada, where our extensive network of partners includes major entertainment organisations such as Live Nation, BMG, and Danny Wimmer Presents as well as teams across the NBA, NHL, NFL, and MLB.

WHO YOU ARE

You have a strong background in stakeholder management fuelled by a passion for music, entertainment, sport, and fan engagement, with an established network and track record of client success. A relationship builder at heart, you thrive in dynamic environments where creativity meets data, helping partners translate ambitious ideas into measurable business results. With a solutions-focused mindset, you are equally comfortable advising senior stakeholders and rolling up your sleeves to solve complex problems.

You bring a strong understanding of digital marketing and the entertainment landscape, collaborating with partners like festivals and event promoters to create impactful fan experiences. You are a team leader who empowers others and fosters collaboration, utilizing a proactive, empathetic approach to continuously improve customer success processes and drive lasting partnership outcomes.

THE ROLE

As a  Senior Customer Success Manager,  you will collaborate with our key  partners on groundbreaking fan marketing initiatives and tech solutions. We're seeking someone brimming with marketing ideas, passionate about emerging technologies, and experienced in fostering client relationships. 

Your role involves engaging, retaining, and driving customer adoption, utilisation as well as renewals or expansion revenue by presenting Tradable Bits as a technology partner to help partners achieve their business goals.  An established network of contacts in the Music & Entertainment sector in APAC will be well-regarded.

In this role, you will mentor and empower APAC Customer Success team members, driving partner retention and identifying expansion revenue across our key  accounts. You will act as a trusted advisor, guiding partners to activate fan data to personalize experiences, and drive measurable business results. 

Reporting directly to the General Manager, APAC, and working closely with the Director of Customer Success at HQ, you will play a cornerstone role in accelerating company growth through high-level relationship management, renewals, and identifying expansion opportunities. 

Based in Richmond, Melbourne, this full-time role operates within a hybrid office framework and involves occasional travel for strategic partner engagements throughout the APAC region.

WHAT YOU’LL DO: 

• Customer Relationship Management:
  • Working across our partner network acting as a subject-matter expert; identifying shared learnings that can improve platform use and grow revenue. 
  • Build and nurture relationships with customer stakeholders, ensuring ongoing adoption of platform features and maintaining regular engagement throughout the customer lifecycle.
  • Collaborate on campaign ideas and digital strategies, offering creative and effective solutions tailored to our platform.
  • Establish productive and trusted relationships with key stakeholders and guiding them as a trusted advisor. 

• Customer Life Cycle:
  • Own the customer lifecycle (post-sales) and outcomes for our APAC partners, ensuring we measure and maintain strong satisfaction and retention rates in the region.
  • Drive understanding & usage, adoption, retention and growth 
  • Help onboard and train partners on using the Tradable Bits platform and owning the ongoing adoption of our tools across multiple organizations, acting as a strategic advisor.
  • Guide customers through the setup and training process on Tradable Bits, ensuring comprehensive awareness and utilization of all features to maximize value and facilitate seamless adoption experiences.
  • Help to drive Customer Success activities for APAC and align with Tradable Bits HQ on Onboarding, Training, Client Support, Business Reviews, Renewals, Up-selling, Advocacy.

• Leadership:
  • Mentoring Customer Success team members in their customer interactions, building their skills and capabilities to drive sales and product usage in creative, effective ways.
  • Help onboard and coach Customer Success Managers to deepen and broaden customer relationships and help drive sales and product usage in creative, effective ways
  • Support the GM APAC in providing introductions across the music and entertainment  industry through your existing network, as well as offering guidance on any specialist needs or focus for the Music & Entertainment sector.
  • Help streamline our processes for onboarding, product education, conflict mitigation and communication with clients about product updates
  • Help to lead cross functional collaboration across Product, Support, delivery and with other CS Team members

• Nurture Customer Feedback + Customer Advocacy:
  • Conduct Strategic Business Reviews to uncover insights using data and share product updates and market insights within your portfolio.
  • Act as the internal customer advocate, translating customer requirements into actionable tasks for Tradable Bits Support and product development.
  • Confidently navigate and demo the Tradable Bits platform; keeping yourself informed of all the new features.
  • Identify risks, upsell opportunities, and collaborate with internal stakeholders to present effective solutions.

• Project Management and Industry Expertise:
  • Project manage large-scale custom development work for strategic partners: documenting project scope and budget while ensuring deadlines are met.
  • Help execute on Professional Services sold to partners including workshops, campaign building and custom reporting
  • Have a thorough understanding of industry trends, best practices, and business goals, focusing on how fan marketing drives business value and ROI.

• Business Reviews and Renewals:
  • Conduct Business Reviews with customers, providing thought leadership on how to improve their strategy using our technology solutions.
  • Manage strategic partner renewals and KPI delivery
  •  Contribute to the Tradable Bits product roadmap and growth plans by collaborating with Product and Marketing teams.
  • Growing our partners interest and success by upselling and cross-selling Tradable Bits and partner solutions; helping to increase annual recurring revenue and expansion targets.
    

MUST HAVE SKILLS AND EXPERIENCE

• Expert-level communication and presentation skills (speaking, reading, writing)
• Personable, approachable, and a keen sense of humour
• Organized, detail-oriented and able to manage multiple projects while still meeting deadlines
• Proven excellence in following established success framework & process
• Excellent problem-solving and troubleshooting skills
• Professionalism, reliability and tact: able to work with everyone from c-level executives to day-to-day users
• Get creative when resolving a wide range of problems and being proactive when it comes to overcoming obstacles, regardless of their size and complexity.  
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Curiosity, and a drive for innovation
• Team-player mentality who understand importance of strong culture
• Confidence, tact and entrepreneur-level independence
• A doer. You are proactive, drive towards results and suggest actionable solutions.
• Familiarity with Slack, Google Suite, JIRA/Open Project, Asana, Adobe Suite etc, as well as experience with some form of CRM software (Hub Spot, Salesforce, Microsoft Dynamics, Kore, etc)

QUALIFICATIONS 

• Diploma or Bachelors Degree in Communications, Business, Marketing, Music Marketing or related field(s)
• 3-5 years proven track record in account management roles (Customer Success, digital marketing, agency, account management, and/or business development ideally in SAAS or tech).
• 1-2 years experience managing teams, ideally in the tech industry
• Strong business acumen and technical knowledge  of marketing software

WHY JOIN US

At Tradable Bits, you’ll have the opportunity to make a measurable impact on a growing company that powers fan engagement for some of the biggest names in sports and entertainment. You’ll work alongside a collaborative, curious, and supportive team that values work ethic, attention to detail, initiative, innovation, and continuous improvement. We’d love to hear from you if you’re excited about solving complex challenges, optimizing systems, and helping revenue teams thrive.