Mid-Market Customer Success Manager - APAC

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences. Our success is powered by extraordinary people who bring our core values—Be an Owner, Growth Mindset, Run as One, Transparency —to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work. With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together! Position Overview: Iterable is an AI-native marketing platform, and our customers expect the people who advise them to move at the same pace as the technology. As a Customer Success Manager, you'll own a portfolio of engaged Mid-Market customers, acting as a strategic partner — not just a point of contact — to daily users and executive stakeholders alike. We're looking for someone with a consulting mindset and systems thinking — able to see how a customer's technology, teams, and goals connect, diagnose the real problem, and build a rigorous case for change. You'll work directly with C-suite stakeholders, so you'll need to translate platform usage into business outcomes and show, in their terms, how the value Iterable creates connects directly to their growth. One of our core values is growth mindset, and Iterable is a company where everyone can grow. If this is a role that excites you, please do apply as we value applicants for the skills they bring beyond a job description. Responsibilities: Proactively manage a book of mid-market Iterable customers, with exposure into up-market accounts. Build and hold strategic advisor relationships at every level of the account, including C-suite and executive stakeholders. Connect platform usage directly to each customer's stated business goals, and build the ROI story in their language. Bring a consulting approach to account strategy. Structure ambiguous problems, diagnose root cause rather than symptoms, and build the business case before recommending the solution. Identify and pursue expansion opportunities, partnering closely with your Customer Account Manager (CAM) on the commercial motion. Track shifts in the CRM, MarTech, and AI landscape and translate what's changing into concrete recommendations for your customers. Lead the customer engagement cadence, including structured check-ins, success planning, relationship mapping, health checks, and onsite Executive Business Reviews. Represent the voice of the customer into our product team, and work cross-functionally with Support and other teams to resolve issues fast. Proactively monitor account health signals and know when to trust them versus dig in yourself. Catch risk before the customer raises it, not after. Innovate on your ways of working to bring in agents, tools, and automations that develop your ability to become a strategic advisor Judge your own success by what actually changed for the customer. What we're looking for Must have: Experience owning a portfolio of B2B SaaS accounts with the goal of driving value, adoption, retention, and growth. A demonstrated consulting mindset: structured, hypothesis-driven problem-solving, and genuine comfort operating in ambiguity. Executive presence: a proven track record of engaging C-suite stakeholders and translating platform value into business outcomes and ROI in their terms. Systems thinking. The ability to map how technology, process, and people interconnect, and design a strategy across that system. Ease and fluency with AI-native products, and the ability to keep pace as the technology changes quickly — both what's emerging in the market and inside the business. A track record of proactively learning and adopting new tools into your own ways of working. Technical curiosity without needing to be an engineer. CRM or marketing-technology industry expertise. Strong written and verbal communication, with the ability to present complex ideas simply, including to executives. Willingness to travel (up to ~25%) for onsite client meetings. Highly valued: Prior management consulting or marketing industry experience. Experience with data activation and automation tools. Practical, applied use of AI tools (e.g., ChatGPT, Claude, Gemini) in real work tasks. Familiarity with technologies like APIs, HTML, CSS, and Javascript Fluency in Mandarin is valuable for our Asia-based customer base, though not required. Perks & Benefits: Competitive salary & meaningful equity General Allowance to be used to purchase private medical insurance, life insurance, and other supplementary benefit plans Superannuation 28 days of Annual Leave Community Impact Days Complete laptop workstation Recruitment Disclaimer: Please be aware that Iterable, Inc. (“Iterable”) and our official professional recruiting agencies and platforms do not: Send job offers from free email services like Gmail, Yahoo mail, Hotmail, etc. Request money, fees, or payment of any kind from prospective candidates to apply to Iterable, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.). Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Iterable. You may see all job vacancies on our official Iterable channels: Official Iterable website, Careers page: https://iterable.com/careers/ Official LinkedIn Jobs page: https://www.linkedin.com/company/iterable/jobs/ Iterable is not affiliated in any way to these impostors and we hereby confirm that such individuals/entities are not authorized, encouraged, or sponsored to act on behalf of Iterable. Such job opportunities are entirely fake and not valid. Therefore, please disregard any written or oral request for a job offer or an interview that you believe is or might be fraudulent or suspicious and immediately reach out to us via email at talent-ops@iterable.com upon receiving a suspicious job offer. Criminal and/or civil liabilities may arise from such actions, and Iterable expressly reserves the right to take legal action, including criminal action, against such individuals/entities whenever such phenomena occur. 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