Customer Success Manager (APAC)
Position Overview
The CSM is responsible for being a trusted partner and advisor across the end-to-end customer journey, that maximises value realisation, manages sentiment, drives adoption, minimise churn, generate expansion opportunities and turn our customers into advocates.
As the CSM, you are responsible for working closely with the sales team, implementation of consultants and customer support to facilitate a seamless customer journey.
You will work closely with the customers to understand their strategic objectives, drive adoption and value realisation, identify and mitigate risks early, and build strong relationships across operational and executive leadership.
Above all, you're a true champion of Evotix's mission, collaborating with all customer facing functions to help our customers address their evolving business needs.
Primary Objectives and Responsibilities
Customer Value Creation
Build trusted relationships with customer stakeholders across EHS, operations, technology and executive leadership
Understand each customer EHS objective, Evotix investment business case, strategic and tactical priorities
Develop and maintain customer Success Plan with measurable business outcomes and milestones
Drive adoption and value realisation across the customer's Evotix investments
Conduct periodic and regular value and success reviews, focusing on business outcomes and associated measures
Proactively identify opportunities to optimise their existing configuration, process, and capabilities
Develop Healthy Customer Relationships
Develop and sustain a solid and trusting relationship between the various, different customer stakeholders and Evotix
Coordinate executive sponsorship with relevant Evotix leaders to ensure close partnership to drive towards common goals and objectives
Own the overall account health.
Proactively identify risk and mitigation.
Coordinate with all customer-facing teams within Evotix to respond, action and monitor all issues and risk
Continously monitor customer sentiment, adoption, stakeholder engagement, support experience, PS delivery, risk signals, and business changes
Proactively update information in Salesforce to provide accurate and complete view of each account's status,



risks and planned next steps
Escalate material customer risk to the appropriate internal channel with clear recommendations, action and owners
Primary Customer Contact Point
Follow the CSM playbook to ensure all areas of customer interaction are conducted consistently to ensure maximum customer success
Lead the handover call from Sales to Implementation, to include review and refine the Customer Success Plan
Lead the handover call from Implementation to Support, outlining any areas for immediate attention
Facilitate the delivery of customer facing materials to support their customer's success: Adoption pack, webinars, user groups, product updates, knowledge base, training materials, customer promotional tools, etc
Be available and responsive.
Agree timescales (where possible) and commit to delivery
Be the primary point of contact for resolving key issues and escalations.
Highlight customers at risk early, with recommendations for action to mitigate
Act as a Customer Advocate
Be a proactive, valuable resource to inform customers of new capabilities available to them; be that product, services or supporting materials.
Guide the customers to self-help where there is desire to.
Provide an effective feedback loop to product, support, and professional service to assist continuous improvement
Listen to the Voice of Customer and provide this valuable feedback and sentiment to internal teams, to support initiatives to improve customer experience
Encourage customer participation in Evotix community, industry events, case studies and marketing campaigns
Capture customer insight and emerging industry trends to inform and enable others to improve engagement, relevance and effectiveness of value realisation
Retain and Grow our Customers
Identify and generate lead and demand that results in expansion of Evotix products and services




Work collaboratively with Customer Development Managers on relevant accounts to drive ongoing customer account health, drive successful renewal and collaborate on expansion campaigns
Skills and Attributes Essential
Experience in Customer Success, Account Management, Consulting, Skilled Service, Support or similar customer-facing role within B2B Enterprise software context
Demonstrated experience managing complex enterprise customer relationships
Strong consultative, problem solving, communication and influencing skills
Experience identifying customer risk signals and developing mitigation plans
Solid technical foundation to build competency on complex enterprise software environment
Comfortable working cross functionally with Sales, Product, Engineering, Support and Professional Service
Enterprise SaaS experience
EHS, risk, compliance experience
Familiarity with mining, energy, utilities, construction, manufacturing, transportation and government
Technical, consulting, professional services background
Competitive Compensation:
Competitive Compensation: Enjoy a competitive base salary and company-based performance bonus.
Time to Recharge: Unlimited Annual Leave because we trust you to balance your work and wellbeing.
(AMER/EMEA)
Financial Future: Generous tiered 401k plan that increases over time.
(AMER)
Support for You: Access to our Employee Assistance Program, including mental health, legal, and financial guidance.
Growth Opportunities: Educational benefits to help you keep learning and growing.
Team Culture: Regular team events, an inclusive environment, and a shared commitment to making an impact.
We are an equal opportunity employer and welcome applications from candidates of all backgrounds, identities, abilities, and life experiences.
Ready to Make a Difference?
If you're a bold, results‐driven leader who thrives on challenges, loves scaling success, and is passionate about making a difference—we want to hear from you!
Thank you for your interest.
Please note, we are not seeking support from external recruitment agencies at this time.
Direct applications from candidates are warmly welcomed.
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