Manager, Customer Experience (APAC)

Why you should join Skuad

💵 NASDAQ Listed-backed hyper-growth company

🚀 Rapid career advancement with opportunities to learn

💰 Competitive salary and Performance bonus

🏖 Paid time off, Flexi-hour policy & Wellness benefits

🚀 Truly Global & Diverse Team

About the role

❖ Customer Success Leadership:

• Own and drive customer success strategies, ensuring long-term retention and growth.

• Lead high-value client relationships, delivering an exceptional B2B experience.

• Oversee seamless onboarding processes to ensure clients realize value from day one.

❖ Customer Advocacy & Relationship Management:

• Act as the strategic partner for key clients, fostering deep and impactful relationships.

• Take charge of escalations and proactively resolve customer challenges.

• Implement proactive strategies to enhance customer satisfaction and retention.

❖ Growth & Expansion:

• Collaborate with sales and product teams to drive account expansion and revenue

growth.

• Identify opportunities for upselling and cross-selling, ensuring maximum client value.

• Develop account strategies to enhance client engagement and product adoption.

❖ Data-Driven Customer Insights & Feedback:

• Gather, analyze and leverage customer feedback to drive product and service

improvements.

• Collaborate cross-functionally to refine processes and enhance overall customer

experience.

• Establish metrics and KPIs to measure customer success and satisfaction effectively.

❖ Product Adoption & Strategy:

• Guide clients through seamless product adoption, ensuring they maximize the value

of our solutions.

• Develop playbooks, training programs, and best practices to improve customer

engagement.

• Stay ahead of industry trends to continuously optimize customer success strategies.

Ideal candidate

• Proven experience 8+ years in Customer Experience or Account Management, preferably in a B2B SaaS environment.

• Strong leadership and strategic thinking skills with a track record of managing high- value accounts.

• Excellent communication, negotiation, and relationship-building abilities.

• Experience with CRM software and customer success tools to optimize client interactions.

• Data-driven mindset with a passion for improving customer journeys and business outcomes.

• Ability to work across different time zones and manage global customer accounts.

About Skuad

Imagine a world without boundaries, where companies effortlessly discover, hire, and manage talent, regardless of geographical constraints. Skuad brings this vision to life. We're on a mission to democratize global talent and opportunities, making remote work accessible worldwide. Skuad empowers employers to effortlessly build, pay, and oversee exceptional global teams while handling the complexities of payroll, compliance, and taxation.

Our diverse, globally distributed team is passionate about fostering inclusive work cultures and enabling customers to thrive globally. Backed by leaders with over two decades of HR expertise, our goal is to create one million opportunities globally by 2027.

Having raised $15 million in Series A funding in Oct 2022, totaling $19 million with support from returning investors Beenext and Anthemis, we're committed to driving value, learning, and continuous improvement as a united global team.

In August 2024, Skuad was acquired by Payoneer. Payoneer (NASDAQ: PAYO) is a leading global payments platform that partners with freelancers, SMBs, marketplaces, and enterprises to solve their biggest payment challenges. Leveraging robust technology, compliance, operations, and banking infrastructure, Payoneer powers growth for entrepreneurs in emerging markets, Payoneer makes global commerce easy and secure. Skuad’s acquisition brings a key capability workforce management capabilities to Payoneer’s growing financial stack.

With Skuad you get to have:

Ownership: You will own what you do. We are a results-driven team, which means we expect you to get things done.

Endless support: You will always be able to reach the help you may need. You will have the resources you need to deliver.

Experiment: This is your playground. You will come up with ideas of your own, pitch them, and take them up. You will have a free hand to execute exciting ideas.

Impact: Be a part of a world-class team where we are constantly challenged with new things and maximize the impact of the products we build.