As our Senior Customer Success Specialist, you will be the face of our AI Integration Platform. You aren't just answering tickets, you are a strategic partner to our clients.
Key Responsibilities
- Strategic Account Management: Act as the primary point of contact for Enterprise (ToB) clients, managing onboarding, implementation, and long-term relationship health.
- Technical Troubleshooting & Pre-sales Support: Bridging the gap between sales and engineering. You will handle complex queries regarding API integrations, workflow automation, and platform capabilities.
- Churn Mitigation & Upselling: Proactively monitor account usage and health scores to identify risks. Work closely with the sales team to identify expansion opportunities.
- Voice of the Customer (VoC): Synthesize feedback from the front lines to influence our product roadmap. You'll be the one telling the dev team: Our users love X, but they are struggling with Y.
- Process Excellence: Develop and refine our customer support SOPs, FAQs, and knowledge base specifically for the AI integration context.
Requirements
- Experience: Minimum 5 years in a SaaS-based Customer Success, Account Management, or Senior Technical Support role.
- Domain Knowledge: Solid understanding of the AI landscape (LLMs, API integrations, prompt engineering basics) and how SaaS platforms scale.
- Stakeholder Management: Proven track record of managing High-Touch key accounts and C-suite stakeholders in the Singapore/SEA market.
- Communication: Exceptional English proficiency (both written and spoken). Ability to explain complex technical concepts to non-technical users is non-negotiable.
- Mindset: A Founding Member mentality. We are in a growth phase; you need to be comfortable with ambiguity and fast-paced changes.
Preferred Qualifications
- Experience with CRM and Support tools (e.g., Zendesk, Salesforce, HubSpot, Intercom).
- Prior experience in a Fintech, AdTech, or AI startup environment.
