We're Hiring

Customer Success Manager - APAC

Primary Responsibilities


  1. Project manage new card issuer connections, Travel Management Companies, Online Booking Tools & API integrations.
  2. Manage the implementation process for all new APAC card pools including Setup Portal, Quality Control, testing, and release to live.
  3. Manage the configuration of data handoff file processes for Snap+ and Batch File processes.
  4. Being the point of liaison between the customer and Head Office technical teams.

Customer Success & Training:

  1. Deliver Conferma Pay product training to Travel Management Companies, corporate customers & card issuers
  2. Support strategic opportunities identified by Sales team.


Service Desk Support:

  1. Process Service Desk tickets raised by APAC customers in local time zone and within contracted Service Levels Agreements.
  2. Assist card issuers and Travel Management Companies with data quality issues.



  1. Liaise with Customer Success, Innovations, Operations & Business Development on identification & tracking of customer development requirements
  2. Develop and implement Customer Success protocols, including customer implementation, communication, support, training & feedback, through direct involvement with Customer Success, Operations, Banking and Business Development teams.
  3. Develop process to identify and correct customer concerns in a timely manner
  4. Lead Customer Success KPI’s to analyse all aspects of customer success, report and present findings to senior leadership team
  5. Establish a strategy and customer communication plan
  6. Conduct regular process reviews with Customer Success, Business Development, Operations & Finance teams with monthly review to senior leadership team
  7. Provide thought leadership and executive escalation to promote key client relationships and growth initiatives




A minimum of 5 years in customer support or account management experience preferably in a travel or commercial card associated industry.


  • Customer focus
  • Ability to manage and influence through persuasion, negotiation and consensus building
  • Background of customer facing experience
  • Strong empathy for customers and passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-orientated mindset
  • Enthusiastic and creative with ability to inspire others
  • Excellent communication and presentation skills
  • Ability to interact with customer teams at various levels of technical and non-technical depth
  • Organisation and planning ability
  • Strong business acumen
  • Experience establishing metrics and reporting on success metrics
  • Ability to develop executive champions at a strategic level
  • Ability to anticipate and identify people’s needs.


This is a hybrid role based in APAC and encompassing the Implementation, Training & Support of customers in the APAC region. The role entails supporting the Chief Customer Success Officer in the creation, implementation and measurement of a business methodology to ensure customers achieve their desired outcomes while using the company products and services. Focussing on relationships, client management, and processes that deliver a quality service and align client goals for mutually beneficial outcomes.

Key Relationships

Reporting into the Chief Customer Success Officer. Building and developing strong and professional relationships with all departments.