Customer Success Manager

About the Company

fileAI is the intelligence company behind fileForge, a leading governed AI platform for complex file workflows. fileForge unifies data capture, preparation, governance, and orchestration into auditable, SOP-driven workflows that transform unstructured and semi-structured data into trusted, reusable intelligence. By capturing decision context at the moment of execution, fileAI builds a compounding intelligence layer that retains institutional memory, reduces exceptions, and improves with every run. Trusted by global organisations including MS&AD, Toshiba, PwC, KPMG, Nippon Paint, and Keppel, fileAI has processed over 1 billion files across finance, insurance, supply chain, legal, and operations—delivering governed automation and contextual reuse at scale.

About the Role

We are looking for a seasoned Customer Success Manager to work with a portfolio of high-growth, customers. You will play a critical role in driving adoption, consumption, and long-term value of fileAI, ensuring customers achieve their desired outcomes and have an excellent experience. You will collaborate closely with Sales, Product, Marketing, Partnerships, and Engineering, while also leading cross-functional workstreams to deliver customer impact. This role includes mentoring junior CSMs and helping scale best practices across the team. This role is based in Singapore, where you'll work directly alongside our founders and leadership team to grow our business. This is an ideal opportunity for someone eager to make an immediate impact and help shape our global customer success organisation.

Responsibilities

• Partner with customers to drive AI adoption and business transformation.
• Create and implement customer success plans outlining goals, KPIs, risks, and timelines.
• Lead cross-functional workstreams across internal teams to deliver seamless customer outcomes.
• Drive customer product enablement through onboarding, training, and use case development sessions.
• Monitor industry trends (customers, competitors, partners) and contribute insights to product roadmap and strategy.
• Execute initiatives that deliver an exceptional and scalable customer experience.
• Act as a voice of the customer, gathering feedback and identifying themes to inform product development.
• Collaborate closely with Sales to ensure smooth handoffs from pre- to post-sale.
• Proactively identify at-risk accounts and work with internal teams on mitigation plans.
• Foster customer advocacy through testimonials, case studies, and references.
• Mentor and support junior CSMs, contributing to team development and knowledge sharing.

Qualifications

• 5-7+ years of experience in Customer Success, Account Management, or related roles within SaaS or technology environments (SaaS experience is mandatory).

Required Skills

• Strong understanding of SaaS business models and pricing strategies (e.g., subscription, usage-based, tiered pricing), with the ability to align customer value to commercial outcomes.
• Proven track record of owning a book of business, consistently achieving retention, expansion, and net revenue growth targets.
• Highly data-driven in your approach - comfortable using customer data, product usage insights, and success metrics (e.g., ARR, NRR, churn, product adoption) to inform strategy, prioritisation, and decision-making.
• Strong commercial acumen, with experience identifying expansion opportunities and partnering with Sales on upsell and cross-sell motions.
• Experience leading complex, cross-functional initiatives, influencing stakeholders across Product, Engineering, and Go-to-Market teams.
• Ability to operate as a trusted advisor to senior stakeholders, translating technical capabilities into business impact.
• Experience mentoring or coaching junior team members and contributing to team-wide best practices and playbooks.
• Comfortable operating in fast-paced, high-growth environments with a high degree of ownership and ambiguity.

Preferred Skills

• Experience in a customer-facing role within a SaaS company.
• Familiarity with AI and machine learning concepts.

Pay range and compensation package

Competitive salary and performance-based incentives. Health insurance, lunch perks, and uncapped leave. Dynamic and collaborative work environment. Grow & learn with a fast-growing organisation.