Customer Success Manager

The Customer Success Manager (APAC) is responsible for ensuring that customers achieve their desired outcomes while using the company’s products and services, driving satisfaction, retention, and growth. This role involves building strong relationships with customers, understanding their goals, and proactively guiding them to success with the company’s offerings.

The Customer Success Manager plays a critical role in aligning customer success with business outcomes, turning satisfied customers into long-term advocates and contributors to revenue growth through contract renewals, upselling, cross-selling, and maintaining high renewal and retention rates.

This role is field-based and supports the full APAC region, strengthening TOMRA Foods customer-centric approach by enhancing the effectiveness of service product sales. It directly supports and grows after-sales activities, ensuring a unified and proactive strategy for expanding service sales through TOMRA Care contracts, parts packages, upgrades, training solutions, and related offerings.

Responsibilites:

• Spearhead after-sales market growth across APAC, proactively identifying upselling and cross-selling opportunities to expand account value.
• Drive service sales, including TOMRA Care contracts, upgrades, parts, professional services, and related offerings, ensuring customers are fully utilizing products.
• Manage retention and renewals, preventing churn by addressing issues early and maintaining strong engagement with top-tier customers.
• Build and maintain long-term, trust-based relationships with strategic accounts, acting as the customer advocate and primary point of contact.
• Guide customers through onboarding, training, and service lifecycle management, ensuring smooth transitions from implementation to business-as-usual operations.
• Promote adoption and engagement, monitoring product usage, identifying underutilized features, and providing tailored recommendations to maximize ROI.
• Leverage data-driven insights, including health scores, usage metrics, and customer feedback, to inform internal teams and optimize product and service delivery.
• Support value realization, helping customers achieve business goals, reviewing performance metrics regularly, and aligning internal resources to drive long-term growth.
• Facilitate feedback loops, gathering customer insights and identifying potential advocates for case studies or referrals.
• Collaborate cross-functionally with Sales, Trainers, CCC, and GS teams to identify growth opportunities and commercialize training and operator education.
• Own scope and autonomy in the role, including potential for additional headcount and full ownership of service sales strategy.
• Contribute to long-term growth potential through 2030, driving scalable, sustainable success for TOMRA’s APAC operations.
• Promote a “Safety First” culture throughout the company, our customers, and our industry.