Account Manager (APAC)
Remote · Kuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Founding APAC Account Manager to build respond.io's Account Management function from Day 0. You will split time between self-service APAC engagement (roughly 70%) and managing a small portfolio of high-potential key accounts (roughly 30%). Responsibilities include engaging self-service customers to identify challenges and retention drivers, partnering with Sales Ops and leadership to surface at-risk behaviors and test proactive outreach, producing monthly regional updates, conducting churn autopsies, stabilizing a portfolio of legacy accounts, mapping expansion opportunities, and running monthly check-ins to ensure ROI from feature updates. You will collaborate to refine CRM workflows, bridge customers with Product/Support teams, and propose new initiatives every 4 weeks, plus run at least one Engagement Experiment per month.
Required Qualifications
- 3+ years in B2B SaaS Account Management, Customer Success, or closely related customer-facing role
- Proven experience actively managing and growing a portfolio of 50–100 accounts
- Deep understanding of APAC business culture and communication nuances
- Excellent communication skills in English
- Professional working proficiency in any Southeast Asian languages is a plus
- Strategic communicator and able to translate complex product capabilities into clear, value-led education for customers
- Comfortable working in ambiguity and Day 0 environments without an established playbook
- Data-informed with ability to read customer behavior and back decisions with insights
- Collaborative and able to work with Sales Ops, Support, and Product to deliver a seamless customer experience
- Comfortable working within regional coverage hours
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