Customer Success Manager

We’re entering one of the most exciting chapters in Go1’s history. As we continue to bring new products to market, build AI-powered capabilities, and help organisations rethink workforce enablement, we’re looking for a commercially minded Customer Success Manager to help our customers get more value from Go1. If you’re energised by building strong customer relationships, spotting growth opportunities, and owning outcomes across retention and expansion, this role was built for you.

• Go where the customer is going, not where they’ve been. You’ll work with mid-market customers as they navigate changing workforce needs, new products, and new ways of using learning technology.
• Go beyond adoption. You’ll own the customer relationship across value, retention, renewal, and growth.
• Go work with good humans. Kind, candid, globally connected, and genuinely invested in helping customers succeed.

At Go1, Customer Success is about helping customers get real business value from learning, while building long-term, commercially healthy partnerships. We’re looking for a Customer Success Manager to own and grow a portfolio of mid-market customers across APAC. You’ll partner closely with Learning, HR, and People leaders to help them connect their workforce development goals to the value Go1 can deliver, from onboarding and adoption through to renewals, expansion, and strategic planning.This role would suit someone who enjoys the mix of relationship management, problem-solving, commercial ownership, and customer strategy. You’ll need to be comfortable working in a fast-moving remote environment, balancing competing priorities, building relationships across customer organisations, and taking ownership of outcomes, not just activity.

• Own and grow a portfolio of mid-market customers, acting as their trusted strategic partner
• Build strong, multi-threaded relationships across customer organisations, from day-to-day users through to executive decision-makers
• Lead onboarding, adoption, business reviews, and success planning to help customers maximise the value of their Go1 partnership
• Use customer insights, product usage, and business goals to identify risk, improve retention, and support successful renewals
• Help customers understand and adopt new Go1 products and capabilities as we continue to innovate

• Identify and develop expansion opportunities across your customer portfolio
• Lead commercial conversations with confidence, including renewal and growth discussions
• Partner closely with Sales to support successful renewals, upsell, and expansion opportunities
• Use customer usage, organisational change, stakeholder insight, and business context to spot opportunities early
• Create proactive account plans that support customer value, retention, and growth

• Engage confidently with multiple stakeholders across customer organisations, including senior leaders and executive sponsors
• Understand what is happening inside your customers’ businesses and use that context to shape account strategy
• Run strategic customer conversations that connect Go1’s platform to broader business outcomes
• Balance competing priorities across a portfolio of accounts and know where to focus your time for the greatest impact

• Collaborate with Product, Marketing, Professional Services, Support, and Sales to improve the customer experience
• Bring customer insight back into the business to help shape how we support and grow our customers
• Use AI, data, and technology to work smarter, improve productivity, and deliver better customer outcomes
• Build strong internal relationships in a remote-first environment
• Contribute ideas, test new approaches, and help us continuously improve how we work as a Customer Success team

• 3+ years’ experience in Customer Success, Account Management, Relationship Management, or another customer-facing commercial role
• A proven track record of managing renewals, retention, and revenue growth in a B2B SaaS or recurring revenue environment
• Strong commercial acumen, with the ability to connect customer objectives to business outcomes and growth opportunities
• Experience managing a portfolio of mid-market customers and balancing competing priorities
• Excellent relationship-building, discovery, and communication skills
• Confidence engaging senior stakeholders and executives
• Experience identifying customer risk, building action plans, and working cross-functionally to improve customer health
• A data-driven mindset, using customer insights, product usage, and business context to shape strategy and make sound decisions
• Curiosity, adaptability, and confidence experimenting with AI and technology to improve how you work and how customers succeed
• A proactive, self-starting approach, with the ability to operate well in a remote, fast-moving environment
• A collaborative, low-ego style and a strong sense of ownership
• Experience in HR tech, learning technology, workforce enablement, or B2B SaaS is a plus.

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