Customer Success Manager – APAC

Job Description:

Position Summary

The Customer Success Manager (APAC) is responsible for ensuring customers across the Asia Pacific region achieve measurable business outcomes through the successful adoption, optimization and expansion of DXC Assure Smart Apps.

Serving as the trusted advisor for insurers throughout the implementation lifecycle and beyond, this role partners closely with Implementation Success Managers, Product Management, Engineering and Customer Support to help customers realize value quickly while driving continuous improvement and long-term success.

This individual brings deep knowledge of APAC insurance operations, customer servicing, and regional administration platforms such as Integral and Ingenium, enabling them to guide customers through modernization while maximizing the value of existing investments.

Responsibilities

Customer Success

• Serve as the primary post-go-live customer success leader for assigned APAC customers.
• Build trusted executive and operational relationships with customer stakeholders.
• Conduct regular business reviews focused on customer objectives, KPIs and value realization.
• Develop customer success plans aligned to strategic business priorities.
• Identify opportunities for optimization, expansion and adoption of additional Smart Apps.

Value Realization

• Establish customer success metrics and measurable business outcomes.
• Monitor customer health, adoption and product utilization.
• Recommend workflow improvements and operational efficiencies.
• Partner with customers to maximize ROI from Smart Apps.

Regional Insurance Expertise

Provide subject matter expertise across APAC insurance operations including:

• Policy Administration
• Claims
• New Business
• Customer Servicing
• Distribution
• Billing
• Underwriting
• Operations

Leverage experience with regional administration platforms including:

• Integral
• Ingenium
• Heritage insurance platforms
• Regional digital ecosystems

Understand regional regulatory, operational and market considerations across APAC.

Product & Customer Advocacy

• Act as the voice of the customer.
• Capture enhancement opportunities.
• Participate in Smart Apps roadmap discussions.
• Share regional best practices across the Customer Success organization.
• Collaborate with Product Management to ensure Smart Apps meet APAC market needs.

Cross-Functional Collaboration

Partner closely with:

• Implementation Success Managers
• Implementation Consultants
• Product Support Engineers
• Smart App Blackbelts
• Product Management
• Engineering
• Customer Support

Ensure a seamless transition from implementation through ongoing customer success.

Continuous Improvement

• Identify repeatable implementation and adoption best practices.
• Develop reusable playbooks and customer guidance.
• Contribute to customer reference programs and success stories.
• Promote AI-driven operational improvements across customer organizations.

Required Qualifications

• 8+ years of insurance software, consulting or customer success experience.
• Deep understanding of APAC insurance operations.
• Experience implementing or supporting insurance administration systems.
• Experience with Integral and/or Ingenium.
• Strong understanding of insurance workflows and business processes.
• Excellent executive communication and stakeholder management skills.
• Experience leading customer workshops and business reviews.
• Ability to travel across APAC as required.

Preferred Qualifications

• Experience with DXC Assure products.
• ServiceNow experience.
• Knowledge of AI-enabled workflows and automation.
• Experience supporting cloud transformation initiatives.
• Familiarity with Agile delivery methodologies.
• Experience working across multiple APAC markets (Singapore, Malaysia, Thailand, Indonesia, Philippines, Hong Kong, Australia and New Zealand).

Success Measures

Success in this role will be measured by:

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Time to Value
• Customer Adoption
• Business Outcome Achievement
• Expansion Opportunities
• Renewal Support
• Customer Health Score
• Referenceable Customers
• Delivery of Regional Best Practices

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