Customer Success Manager

TOMRA Food is a multinational organization and a leading provider of sensor-based sorting, peeling and integrated post-harvest solution for the food industries. Transforming global food production to maximize food safety and minimize food loss by making sure Every Resource Counts™, has been our strength for over 50 years.

At TOMRA, we want people to innovate, show passion in their work and be responsible. We encourage the freedom to innovate and take risks that result in breakthroughs that challenge the status quo. We value passion that focuses and commits to meeting success. We believe in a responsible and safe mindset that takes care of our customers, products, and fellow employees.

The Customer Success Manager (APAC) is responsible for ensuring that customers achieve their desired outcomes while using the company’s products and services, driving satisfaction, retention, and growth. This role involves building strong relationships with customers, understanding their goals, and proactively guiding them to success with the company’s offerings.

The Customer Success Manager plays a critical role in aligning customer success with business outcomes, turning satisfied customers into long-term advocates and contributors to revenue growth through contract renewals, upselling, cross-selling, and maintaining high renewal and retention rates.

This role is field-based and supports the full APAC region, strengthening TOMRA Foods customer-centric approach by enhancing the effectiveness of service product sales. It directly supports and grows after-sales activities, ensuring a unified and proactive strategy for expanding service sales through TOMRA Care contracts, parts packages, upgrades, training solutions, and related offerings.

Responsibilites:

• Spearhead after-sales market growth across APAC, proactively identifying upselling and cross-selling opportunities to expand account value.
• Drive service sales, including TOMRA Care contracts, upgrades, parts, professional services, and related offerings, ensuring customers are fully utilizing products.
• Manage retention and renewals, preventing churn by addressing issues early and maintaining strong engagement with top-tier customers.
• Build and maintain long-term, trust-based relationships with strategic accounts, acting as the customer advocate and primary point of contact.
• Guide customers through onboarding, training, and service lifecycle management, ensuring smooth transitions from implementation to business-as-usual operations.
• Promote adoption and engagement, monitoring product usage, identifying underutilized features, and providing tailored recommendations to maximize ROI.
• Leverage data-driven insights, including health scores, usage metrics, and customer feedback, to inform internal teams and optimize product and service delivery.
• Support value realization, helping customers achieve business goals, reviewing performance metrics regularly, and aligning internal resources to drive long-term growth.
• Facilitate feedback loops, gathering customer insights and identifying potential advocates for case studies or referrals.
• Collaborate cross-functionally with Sales, Trainers, CCC, and GS teams to identify growth opportunities and commercialize training and operator education.
• Own scope and autonomy in the role, including potential for additional headcount and full ownership of service sales strategy.
• Contribute to long-term growth potential through 2030, driving scalable, sustainable success for TOMRA’s APAC operations.
• Promote a “Safety First” culture throughout the company, our customers, and our industry. 

• Master’s or Bachelor’s degree in Business Management, Project Management, Economics, IT, Engineering, or related field.
• Professional certifications (e.g., Lean Six Sigma) are a plus.
• 3 plus years of experience in an equivalent account management or customer success role.
• Strong experience in service delivery and customer account management across B2C and B2B business models.
• Proven track record as a manager in After-Sales Services/Projects.
• Experience managing budgets, financial KPIs, and optimizing costs and margins in customer care or support services.
• Good understanding of relevant processes, tools, and professional methods.
• Proven ability to lead, coach, and develop team members while fostering a culture of continuous learning, autonomy, and accountability.
• Excellent verbal and written communication skills, with strong interpersonal, listening, and problem-solving abilities.
• Skilled at collaborating across the organization and facilitating effective interactions with team members, clients, and stakeholders.
• Comfortable working in both open office environments and industrial customer worksites.
• Ability to travel domestically and internationally up to 50%, including customer sites, workshops, and team meetings.
• Ability to drive without restrictions in country of residence and possess a valid passport.

Why work for us: 

• Birthday leave - have a day off on us!
• Superannuation employer contribution paid on top of base salary
• TOMRA provides eight weeks of fully paid parental leave to all eligible employees
• Onsite car parking
• Employee referral bonus
• Jubilee program
• Employee Assistance Program (EAP)
• Global career opportunities with a strong record for promoting internally
• Professional training and development: We are passionate about people and seeing them succeed. 
• We love innovation, so we offer a collaborative environment where idea sharing and thinking outside the box is encouraged
• We care for the planet and want to make a difference for the future

At TOMRA we proudly recognise cultural diversity, inclusiveness of thought and individuals to create a great working environment for our employees. So, even if you don’t think you tick all the boxes and the requirements, but you have what it takes, we would still like to hear from you.