• Conduct remote review and analysis of clinical trial data to identify trends, anomalies, and potential risks to patient safety and data quality. • Collaborate with site personnel and clinical teams to address findings from centralized monitoring activities and implement corrective and preventive actions as necessary. • Utilize advanced data analytics tools and technology platforms to enhance the efficiency and effectiveness of centralized monitoring processes. • Provide support and guidance to study teams on centralized monitoring methodologies, best practices, and regulatory requirements. • Contribute to the development and optimization of centralized monitoring strategies and protocols to maximize data quality and compliance across clinical trials.

• Demonstrate impactful people leadership to oversee and resolve critical customer escalations and maximize client value. • Cultivate a performance-driven, customer-obsessed team culture centered around innovation, ownership, and continuous improvement. • Attract, mentor, and inspire a high-performing technical team providing regular career development planning sessions and serving as a role model of Deepwatch’s Core Values. • Create and scale a comprehensive customer lifecycle program elevating engagement points throughout the customer journey to enhance retention, satisfaction, and growth. • Develop and deploy innovative strategies and playbooks to eliminate bottlenecks, boost team efficiency, and optimize the Customer Success tech stack. • Drive long-range planning, including team resourcing, organizational structure, and customer coverage modeling. • Demonstrate customer ROI through strategic forums including EBRS, QBRS, SKO and Annual Planning. • Manage and align expectations with customer leadership to ensure clear communication and accountability. • Represent the Deepwatch brand and company to customers, prospects, and strategic partners. • Maintain high standards of data integrity across all reporting, ensuring accuracy and leveraging key performance metrics to inform strategic business decisions. • Forecast renewals and expansions; monitor health scoring, renewal pipelines, and conversion signals. • Provide guidance on technical requirements and solution forecasting to inform budgeting and resource allocation. • Drive portfolio growth through proactive revenue strategies, including the identification and execution of upsell and cross-sell motions; you will empower the team to map Deepwatch solutions to evolving client security maturity. • Drive synergy across Product, Sales, Security Operations, Marketing and other key business units to resolve complex issues, ensure a cohesive customer experience and provide efficient hand-offs. • Inspire a voice of the customer approach throughout the organization and serve as a liaison between departments, representing the best interests of customers. • Maximize portfolio value by driving the adoption and enablement of Deepwatch capabilities.

Role Description As a Senior Customer Success Manager - APAC, you will play a vital role in building strong, outcome-based relationships with our named accounts in the APAC region. This will enable them to expand their international footprint and grow revenues from those accounts moving forward. You will be responsible for understanding their unique business needs and designing solutions to meet those needs through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier. Reporting to the APAC Manager, you will work closely with your peers and cross-functional stakeholders to drive customer satisfaction, retention, and growth, while also contributing to the development of our product roadmap. Process, creativity, curiosity, and tenacity will be critical to our success in this role. - Build trusted relationships with named accounts. - Ensure customers achieve their objectives. - Drive customer satisfaction and growth. Qualifications - 4-10 years of customer-facing experience in B2B SaaS or HR. - 2-3 years in a Customer Success/Account Management role. - 2 of the last 3 years overachieving goals and targets. - A people-first and growth mindset. - Ability to thrive in a fast-growth business environment. - Ability to work independently and problem-solve proactively. - Comprehension of value-based sales. - Discipline in Account Planning, Forecasting, and Quota Attainment. - Experience in building and nurturing customer relationships. - Excellent communication and writing skills. - Organized, detail-oriented, and able to perform well under pressure. - Positive attitude, self-motivated, and resilient. - Previous experience in customer success/service or HR SaaS. Responsibilities - Build trusted relationships with named accounts through consultative solutioning. - Partner closely with internal teams to deliver the best customer experience. - Identify growth opportunities within your portfolio and develop strategies. - Be the voice of customers to the Product team, synthesizing feedback. - Drive customer satisfaction and growth while contributing to the product roadmap. - Stay organized and prioritize effectively under pressure. - Adapt easily to change in a high-growth start-up environment.

• Collaborate closely with Customer Success Leadership and cross-functional teams • Create and curate learning paths, playbooks, and frameworks • Own onboarding for Customer Success Managers and Implementation Specialists • Manage enablement systems and make resources easy to access • Measure effectiveness of enablement programs and link to business outcomes