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Customer Success Manager

1 hour ago

Bangkok, Bangkok, Thailand Britannica Education Full time

Company Description

Britannica Education has been dedicated to transforming credible information into engaging learning experiences for over 250 years. We create digital solutions that spark inquiry, foster understanding, and develop critical thinking skills in learners. Our evidence-based, innovative tools are designed to support teachers and captivate students of all ages, making complex concepts clear and meaningful. At Britannica Education, we believe curiosity is the foundation of lifelong learning.

Role Description

This bilingual (English/Thai or Vietnamese) Customer Success Manager is responsible for retaining and growing Britannica's customer base across Southeast Asia and new APAC expansion territories. The role involves driving renewals and cross-selling to existing subscribers, delivering training, and proactively managing the customer lifecycle to maximize adoption and mitigate churn. A typical day blends analyzing usage data, conducting training sessions, building strategic account plans, and collaborating with sales to execute expansion initiatives for both existing and new territories.
Applicants from outside of Bangkok/Thailand are welcome to apply.

Key Responsibilities

Retention & Renewals

  • Serve as the primary point of contact for existing customers post-sale.
  • Drive customer renewals through strong relationship management and usage analytics.
  • Identify and mitigate risks of churn by proactively addressing customer concerns and engagement gaps.
  • Collaborate with Sales, Marketing, and Support teams to ensure smooth contract renewals, upsell opportunities and execute cross-sell initiatives to existing subscribers.

Training & Onboarding

  • Deliver engaging and informative training sessions (virtual and on-site) for teachers, librarians and education administrators.
  • Develop and maintain localized training materials and best practices.
  • Ensure customers are fully onboarded and confident in using Britannica's suite of educational tools.

Customer Relationship Management

  • Build trusted relationships with Britannica's distribution partners, educators, school leaders, and government stakeholders.
  • Act as a customer advocate internally to influence product development and service improvements.
  • Maintain regular communication to share updates, tips, and best practices.

Adoption & Engagement

  • Monitor product usage and engagement metrics to identify opportunities for improvement.
  • Implement strategies to boost adoption and maximize the value customers derive from Britannica solutions.
  • Organize customer webinars, events, and feedback sessions tailored to regional needs.

Commercial Opportunity Identification

  • Proactively "map" existing accounts to identify whitespace where Britannica's additional digital solutions can solve departmental or school-wide challenges.

Consultative Selling

  • Conduct deep-dive discovery sessions during regular check-ins to uncover unmet educational needs and present cross-sell solutions as value-added upgrades.

Strategic Account Reviews

  • Jointly lead Quarterly Business Reviews (QBRs) with Regional Business Development Managers that outline future "growth roadmap" for the client, introducing new products and features, performance management and key result areas.

Pipeline Management

  • Maintain an active expansion pipeline within the CRM, accurately forecasting potential cross-sell and upsell revenue from the assigned Southeast Asia territory.

Commercial Collaboration

  • Partner closely with the Regional Business Development team and Britannica's distribution partners to lead the "hand-back" of high-value expansion leads or independently close smaller cross-sell transactions.

Territory Expansion & Growth Support

  • Adapt and execute customer success, onboarding, and cross-sell playbooks for your assigned customers.
  • Drive market expansion and growth within your assigned new territories in the Asia region.

Qualifications

  • Fluent in English and either Thai or Vietnamese (mandatory).
  • 2-5 years in Customer Success or Account Management, preferably in EdTech.
  • Proven track record in driving renewals, executing cross-sell strategies, and reducing churn.
  • Strong experience in delivering training and creating materials for educators.
  • Skilled at building relationships with diverse stakeholders in education.
  • Strong analytical, using customer data to guide adoption and mitigate risk.
  • Collaborative, working effectively across Sales, Marketing, and Product teams.
  • Value-Based Communication: Skilled at translating technical product features into compelling ROI (Return on Investment) or "Student Outcome" narratives for decision-makers.
  • Commercial Mindset: A track record of meeting or exceeding "Expansion" or "Net Retention" quotas, not just activity-based KPIs.