Job Title
Customer Success Manager (CSM)
Location: Singapore
About the Role
We are looking for a Customer Success Manager to join our growing team in Singapore. This role is responsible for building strong relationships with customers, driving product adoption, ensuring customer satisfaction, and maximizing customer lifetime value. You will act as a trusted advisor and key point of contact throughout the customer journey.
Key Responsibilities
- Own and manage a portfolio of customers, serving as their primary point of contact
- Onboard new customers and ensure a smooth implementation and adoption process
- Develop a deep understanding of customer business goals and align them with our product solutions
- Drive customer engagement, product adoption, retention, and expansion (upsell/cross-sell opportunities)
- Proactively monitor customer health metrics and address risks before they escalate
- Conduct regular business reviews (QBRs) and success check-ins with customers
- Collaborate closely with Sales, Product, Support, and Engineering teams to advocate for customer needs
- Handle customer escalations professionally and ensure timely resolution
- Collect customer feedback and translate insights into actionable improvements
- Track and report on key customer success KPIs (e.g. retention, NPS, churn, usage)
Requirements & Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related field
- 25+ years of experience in Customer Success, Account Management, Client Services, or related roles
- Experience working with B2B customers (SaaS or technology industry preferred)
- Strong communication and presentation skills
- Ability to manage multiple accounts and priorities in a fast-paced environment
- Customer-centric mindset with strong problem-solving skills
- Comfortable working with data, dashboards, and CRM tools (e.g. Salesforce, HubSpot, Gainsight)
- Ability to work independently and collaboratively in a cross-functional team
- Based in Singapore and legally authorized to work in Singapore
Preferred Qualifications
- Experience managing customers across APAC markets
- Familiarity with subscription-based or SaaS business models
- Experience with renewals and commercial discussions
- Ability to communicate in Mandarin is a plus (to support regional customers)
What We Offer
- Competitive salary and performance-based incentives
- Opportunities for career growth and professional development
- Dynamic, international, and collaborative work environment
- Flexible working arrangements (subject to company policy)
