Position: Customer Success Manager (B2B Consulting, Account Management) (Job ID: 20110)

Tanjong Pagar
Basic + VB

Job Description:

Manage the end-to-end customer lifecycle for Global accounts, including onboarding, adoption, growth, and renewal (including churn prevention).
Lead onboarding initiatives to ensure customers are set up effectively with clear success criteria and timelines.
Build and maintain strong relationships with stakeholders across different regions and time zones.
Act as a trusted advisor, guiding customers on best practices and helping them realize measurable business value.
Monitor customer health and usage trends, proactively identifying risks and opportunities.
Conduct regular business reviews to align on objectives, share insights, and drive continuous improvement.
Identify expansion opportunities within accounts and collaborate with Sales and other Account Managers.
Own renewal planning and execution to maintain strong retention rates.
Collect customer feedback and provide structured insights to internal teams to improve product and service delivery.
Support the development of case studies and share best practices to strengthen overall customer success efforts.

Job Requirements:

Strong communication skills, with the ability to engage stakeholders across different cultures and regions.
Comfortable working across time zones to support global customers.
Proactive, accountable, and able to manage multiple accounts independently.
Teamwork makes the dream work: The organization is still small and proactive approaches in taking initiatives and supporting other teams is our team's culture
4-7 years of experience in B2B consulting, customer success, account management, or related roles.
Post-sales experience in the IT or SaaS industry.
Experience working with corporate clients, ideally in solution-based environments.
Familiarity with tools such as Salesforce, Gainsight, or similar customer management systems.
Experience managing global or multi-regional accounts.
Experience in cloud or SaaS companies.
Technical support or IT consulting experience, especially with enterprise customers.
Japan language skills will be advantageous to communicate with Japan HQ

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Tan Katrina Therese Yap

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Pasona Singapore Pte Ltd
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