Customer Success Manager - APAC

About OAG

OAG is a long-established intelligence partner serving the global travel sector. For close to 100 years, the company has supported the industry with trusted data, deep expertise, and proven solutions. Today, it goes further by combining high-quality, high-volume, highly accessible data with modern technology and specialist industry knowledge to provide better answers, not just more information.

Its intelligence supports the full travel ecosystem, including airlines, airports, technology providers, and financial institutions. OAG is also embedding AI across its intelligence layer, pairing nearly a century of proprietary data with current technology to deliver insights that were previously out of reach.

The company exists to turn complexity into clarity and questions into answers, helping partners succeed in a changing travel environment.

About the Role

As Customer Success Manager for APAC, you will be responsible for driving customer value and usage growth across a portfolio of high-value airline pricing clients. The position is designed to help customers get the greatest possible return from their OAG investment and contributes directly to the company’s 2026 target of 27% consumption growth.

You will act as the link between customer business goals and OAG’s product capabilities, translating complex aviation data into practical commercial outcomes for airline revenue and commercial teams. Working with a global customer success team, your success will be measured by stronger adoption, deeper engagement, and customers becoming active advocates for OAG’s solutions.

Key Responsibilities

• Lead success planning and delivery for a portfolio of major airline pricing accounts, aligning OAG solutions with each client’s business priorities.
• Expand usage within your portfolio by spotting opportunities across products, use cases, and user adoption.
• Run quarterly business reviews with senior stakeholders, sharing insights and demonstrating the value delivered through OAG.
• Improve product adoption through structured onboarding, training, and enablement programmes that shorten the path to value.
• Track usage behaviour and engagement indicators to find opportunities for optimisation and flag risks early.
• Create strong customer champions who can support advocacy through references, case studies, and speaking engagements.
• Gather and interpret customer feedback and competitor intelligence to shape product roadmap decisions.
• Partner with Product, Sales, and Operations to resolve complex issues and deliver joined-up solutions.

What We’re Looking For

• Strong background in customer success, account management, or strategic consulting within B2B SaaS or data and analytics businesses.
• A proven record of improving product adoption, increasing usage, and delivering measurable customer impact.
• Excellent analytical ability with confidence using customer data, usage insights, and business intelligence to spot trends and growth opportunities.
• Outstanding communication and presentation skills, including the ability to work with senior executives and influence stakeholders across functions.
• Solid understanding of value realisation methods, customer health scoring, and success planning based on data.
• Experience managing important customer relationships, including success plans, executive reviews, and advocacy initiatives.
• Commercial awareness, curiosity, an action-oriented mindset, and comfort working in uncertain environments.

Nice to Have

• Experience using customer success tools such as Planhat, Gainsight, ChurnZero, or similar platforms.
• Working knowledge of Salesforce or comparable CRM systems, along with business intelligence tools.
• Familiarity with SaaS measures such as consumption-led revenue models, net revenue retention, and expansion metrics.
• Exposure to aviation data platforms, fare shopping tools, or airline revenue management systems.

Benefits and Offerings

• A progressive, non-hierarchical workplace where innovation is central.
• Competitive compensation and benefits, including Medical Insurance, Personal Accident Insurance, Dental coverage, Term Life Insurance, and a company bonus scheme.
• 18 days of annual leave, volunteering days, and an additional day off during your birthday month.
• Inclusive family benefits to support parenthood and fertility journeys.

Additional Information

OAG is committed to building an inclusive environment where people from all backgrounds can do their best work. The company welcomes applications from candidates with varied experiences. If you need reasonable adjustments at any stage of the hiring process, the team is open to discussing how support can be provided.