Implementation and Customer Success Manager

Overview

Join a fast-growing New Zealand-based insurtech transforming how group insurance is delivered across Asia and beyond. We’re seeking an experienced bilingual (Thai/English) Implementation & Customer Success Manager to lead a high-profile, multi-phase deployment with a major multinational insurer in Thailand. This is a rare opportunity to own a complex enterprise implementation end-to-end—shaping delivery, building trusted executive relationships, and making a visible impact on a mission-critical platform. You’ll work closely with product and engineering teams in a collaborative, remote-first environment where your ideas matter and your contribution is valued. If you thrive in high-stakes SaaS delivery, enjoy navigating cross-cultural stakeholder environments, and want to play a pivotal role in a scaling international business, this role is for you.

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Job Description

·      Lead end-to-end project management for the customer implementation.

·      Act as the primary liaison between internal teams and the customer’s project stakeholders.

·      Coordinate timelines, milestones, deliverables, and acceptance testing.

·      Ensure clear and proactive communication, issue tracking, and resolution.

·      Translate customer requirements into actionable tasks for the delivery team.

·      Maintain project documentation, progress reporting, and change control.

·      Provide continuous ‘hands-on’ expertise and operational support in the use of the product.

·      Support user acceptance testing, training, and go-live planning.

Requirements

·      5+ years’ experience in implementation or customer success for enterprise SaaS or insurtech solutions.

·      Ability to work Southeast Asia/Thailand business hours.

·      Prior experience in insurance, fintech, or B2B SaaS delivery highly advantageous.

·      Formal or practical experience in project management methodologies (PMP, PRINCE2, or agile delivery experience valued).

·      Demonstrably strong stakeholder management skills, with ability to confidently interact with both senior management and line staff.

·      Strong analytical skills and attention to detail.

·      Excellent communication skills, both written and verbal, including first rate English language skills. Thai language fluency is imperative.

·      A natural collaborator who thrives in challenging and uncertain environments, with a bias for action and a growth mindset.

·      Genuine interest in the insurtech and insurance domain.

·      Willingness/ability to travel when required.

·      Experience and/or genuine openness to working with AI tools.

·      Understanding of SaaS business models, customer successmetrics, and account growth principles.

·      Able to negotiate complex customer requests and able to balance company and customer needs and expectations.

·      Comfortable working with SaaS products, APIs, and system integration concepts (not a developer, but technically fluent).

·      Able to rapidly gain deep product knowledge and become an expert in the solution.