Customer Success Manager

TDK SensEI is seeking a Customer Success Director (CSD) to own the post-deployment customer relationship across the Asia Pacific (excluding China & Japan) and EMEA account portfolio for the edgeRX and edgeRX VISION platforms. The CSD has target line to the Regional Sales (Asia Pacific) and functional line to Sr. Director Sales Engineering and Customer Success and serves as the primary organizational mechanism for converting active platform trials to signed commercial contracts and sustaining net revenue retention across the deployed account base.

As this is a start up role, the candidate is expected to also take on sales supporting role in supporting the region to identify sales opportunities together with the Sales Team.

Position Details

Job Title · Customer Success Director

Department · Sales Engineering and Customer Success

Reports To · Sr. Director Sales Engineering and Customer Success (Function) Regional Sales Director Asia Pacific

Employment Type · Full-Time

Location · Singapore

Territory · Singapore

Travel · Approximately 25–35% domestic and limited international

Level · Mid-Level (6–10 years of relevant experience)

Required Qualifications

Experience

• 6-10 years in Customer Success, Technical Account Management, or post-deployment technical support in a B2B SaaS, industrial IoT, or enterprise software environment.
• Demonstrated management of 10–25 accounts with ownership of renewal rates and expansion revenue.
• Proven network establishment in industrial applications within Asia Pacific.

Customer Success Discipline

• CRM proficiency in Salesforce, HubSpot, or equivalent, including pipeline management, account health tracking, and renewal forecasting.
• Demonstrated ability to produce and present executive-quality business reviews, Value Realization Reports, and ROI documentation to C-suite and VP-level stakeholders.
• Familiarity with Customer Success frameworks including LAER (Land, Adopt, Expand, Renew), health scoring methodologies, and churn prediction models.

Key Responsibilities

Trial-to-Commercial Conversion

• Produce Value Realization Reports post-deployment, quantifying alerts generated, anomalies detected, maintenance actions triggered and estimated financial impact. Present directly to customer economic buyers as the primary conversion document.
• Identify and create compelling events that drive procurement urgency, including PDM release milestones, fiscal year budget cycles, and documented failure events.

Account Portfolio Management

• Maintain active Customer Success Plans and execute quarterly business reviews (QBRs) across the Asia Pacific excluding China and Japan and EMEA deployed account base, spanning industrial manufacturing, commercial real estate, energy infrastructure, semiconductor fabrication, and related verticals.
• Maintain a structured account health register segmented by deployment status, trial age, last executive contact, platform utilization rate, and estimated commercial value.

Churn Prevention and Expansion

• Monitor platform utilization indicators — dashboard login frequency, alert acknowledgment rate, and sensor connectivity uptime — as early indicators of engagement risk. Escalate declining accounts.
• Identify and document expansion opportunities within each account: additional asset classes, facility locations, and edgeRX VISION upgrades. Produce expansion proposals.

Voice of Customer and Practice Development

• Compile Voice of Customer (VoC) reports for relay to the Chief Product Officer and Product Group, maintaining a documented feature request backlog aligned to the edgeRX roadmap.
• Build the Customer Success function from inception: account segmentation framework, success plan templates, QBR format, health scoring methodology, CRM workflow configuration, and renewal playbook.

Preferred Qualifications

• Professional experience with industrial IoT platforms, edge AI systems, or condition monitoring software.
• Familiarity with ISO vibration severity standards or equivalent reliability engineering reference frameworks.
• Early-stage company experience with direct exposure to growth-stage operational constraints.
• Familiarity with BMS/BAS platforms, SCADA environments, or OPC-UA / Modbus industrial communications protocols.
• Working knowledge of rotating machinery fundamentals relevant to condition monitoring: bearings, motors, pumps, fans, compressors, gearboxes, and conveyor drive systems.
• Familiarity with CMMS platforms such as IBM Maximo, SAP PM, UpKeep, or equivalent.

Compensation and Benefits

Base Salary Range · Commensurate with experience

Variable Compensation · Performance-based variable tied to conversion rate, NRR, and expansion revenue KPIs

Equity · TBD

Benefits · Comprehensive benefits package per TDK Singapore employee benefit program