Customer Success Manager

We're hiring a Customer Success Manager to own a portfolio of 25–30 Commercial and SME accounts. You'll be the trusted advisor who drives adoption, protects revenue, and connects customers with our Sales, Support, and Product teams.

Now you may be wondering what your day-to-day will look like. You will...

• Own the full post-sale journey for your portfolio - from onboarding and adoption through to renewal and expansion.
• Drive platform adoption by engaging customers on the features and workflows that matter most to their business outcomes.
• Lead regular business reviews and build tailored success plans that align customer goals with Coherent's capabilities.
• Own renewals end-to-end, starting conversations 6+ months ahead of contract end to protect and grow ARR.
• Identify expansion opportunities and partner with Sales to qualify and close them.
• Act as the primary escalation point for critical issues, coordinating with Support and advocating internally on customers' behalf.
• Build strong relationships with executive stakeholders and develop customer advocates for case studies and referrals.
• Use health scores, usage data, and commercial signals to prioritise your time across the portfolio.
  

What skills the candidate will need to get the job done…

• 4–6 years in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS.
• Track record of managing a high-volume portfolio of SME or commercial accounts, including owning renewals.
• Experience in insurance or financial services, combined with experience selling or supporting enterprise software.
• Commercially minded with a strong grasp of SaaS metrics (ARR, NRR, churn, expansion).
• Excellent communicator, confident presenting to customers and internal leadership.
• Data-driven and highly organised - comfortable working across CRM, usage analytics, and health dashboards to prioritise effectively.
  

Nice to have:

• Experience with CS platforms such as Gainsight or ChurnZero.
• Advanced Excel skills - comfortable getting into a customer's workbook to debug formulas and diagnose issues.
  

Working at Coherent 

Coherent is a software company with more than 120 people across Hong Kong, Singapore, United Kingdom and USA. We have a passion for making things work faster, simpler and smarter. That passion extends to how we work, collaborate, and represent our growing brand.

Every Coherent team member is empowered to think creatively and act decisively to solve our clients’ problems. We strive to cut away complexity and hierarchy, so you can focus on the work at hand. This means everyone gets opportunities to take the lead on projects and grow their skills and abilities. At Coherent, you don’t just take a job, you seize the opportunity to build a career. We seek out individuals who show natural curiosity, determination, and enjoyment. And we help you thrive. 

Perks of working at Coherent

• Competitive salary packages

• Health Insurance (Medical and Dental)

• Flexible working

• Special Events (Hackathons, etc.)

• No formal dress code

• Non-hierarchical organisation (no BS)

• Generous leave benefits

• Fun international work environment

• Global mobility opportunities