Nicole Thaslim

About

Senior Customer Success professional with experience across APAC managing enterprise and SME portfolios. Led retention and escalations, drove adoption of shipping solutions and new support channels, and supported market expansions and ship-from-store launches. Previously delivered regional key account growth, warehouse operation migration support, and customer advocacy through testimonials and structured business reviews.

Experience

• Senior Customer Success Manager · Shippit06-01-2024 – 01-31-2026

  ● Owned a $1.5M ARR portfolio across 130 Enterprise and SME clients across APAC, including Sephora, Love Bonito, Toys “R” Us, Secretlab, Quad Lock, and JD Sports ● Led enterprise stakeholder management and escalations, securing retention of key accounts including Trapo and Quad Lock ● Enabled digital transformation and e-commerce channel expansion for Toys “R” Us by driving Shippit’s expansion from Thailand into Singapore ● Supported JD Sports’ Ship-from-Store launch across 3 APAC markets, advising on carrier strategy and coordinating cross-functional rollout, to enable over 3,000 monthly deliveries

• Customer Success Manager · Shippit09-01-2022 – 05-31-2024

  ● Drove adoption of international shipping, including Shippit’s in-house carrier solution, across SME and mid-market accounts by proactively identifying opportunities and guiding implementation ● Led the implementation of WhatsApp as a new support channel, reducing first response time by 90 minutes and maintaining churn below 3% across managed SME accounts

• Regional Key Account Manager (KAM) · Janio Asia12-01-2018 – 10-31-2020

  ● Led data-driven business reviews for key clients including Zilingo, expanding volumes in new markets like Taiwan by 10% MoM ● Supervised the migration of Zilingo’s Indonesia warehouse operations to Janio, working cross-functionally to enable over 100k deliveries across Indonesia annually ● Built strong client relationships that resulted in customer champions, securing written and video testimonials to support product advocacy and go-to-market efforts

• Customer Success Manager · Janio Asia12-01-2018 – 10-31-2020

  ● Reduced onboarding time by 75% through self-serve guides and live product walkthroughs ● Oversaw customer service and ensured high user satisfaction, leading to a promotion to the KAM role after 3 months

• Language Network Specialist · Cartus Corporation06-01-2016 – 06-30-2018

  ● Led market expansion of the trainer network into Cambodia, Laos, and Thailand by onboarding 12 new trainers, enabling support for 50+ previously unsupported clients ● Managed the in-house language training database using Cartus’ proprietary system, Atlas

Education

• San Francisco State UniversityCertificate, Certificate in International Business
• University of British ColumbiaB.A., Asian Area Studies

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