Customer Success Manager

Staffany Pte Ltd; Johor Bahru; On-site; MYR 90,000 - 130,000; Full time

Job summary

StaffAny is seeking a Customer Success Manager to drive product value and customer satisfaction across the lifecycle, from onboarding to renewal. You will be the voice of the customer, collecting feedback to steer product direction and improve the user experience.

Success hinges on ownership, diplomacy and problem solving, with occasional travel to Singapore for onsite meetings. Based in Johor Bahru, you will work closely with Sales, Product, Engineering and Support to ensure customers achieve

Qualifications

• 2+ years of experience in Customer Success, driving onboarding, adoption and renewals, ideally in a B2B SaaS environment.
• Proficient in written and spoken English and Chinese.
• Based in JB and able to attend onsite customer meetings in Singapore; travel to SG at least twice a week, potentially daily in peak seasons.
• Strong ownership and accountability; able to follow through on commitments and close the loop with customers and internal teams.
• Diplomacy, empathy and problem solving skills to work through tough customer issues.
• Interest in contributing to product discovery and research.
• Bonus if you have HR/Payroll/HRIS background and understanding of Singapore payroll regulations.
• Bonus if you have Excel proficiency and comfort with technology and AI tools to investigate problems, analyze data and improve workflows.

Responsibilities

• Own customer success across the entire lifecycle: onboarding, adoption, growth and renewal.
• Onboard customers by agreeing on success plans and delivering training.
• Own customer escalations and coordinate with Support, Product and Engineering to restore success and close the loop.
• Track product usage and customer health; identify churn risks and drive recovery plans and renewals.
• Collaborate with Sales, Product, Engineering and Support to set customers up for success.
• Voice of the customer (VOC) to convey needs and issues across departments.
• Document customer interactions and success stories for reference.

Skills

Customer Success

Onboarding

English

Chinese

B2B SaaS

Travel flexibility

Ownership

Diplomacy

Problem solving

Product discovery

Tools

Excel

AI tools

Job description

StaffAny’s mission is to shape and empower the future of work. As the Customer Success Manager, you ensure that our clients achieve product value and customer satisfaction, directly contributing to customer retention and account expansion.

About the Role

This role places a strong emphasis on product success alongside customer relationship management. You will be involved throughout the customer lifecycle, from onboarding and adoption to renewal.

A huge part of the role also includes being the voice of the customer, collecting, analyzing and presenting customer feedback to steer product direction and improve user experience. If you are someone who is able to continually drive business value to people around you, apply to join our rocketship.

You Are

• 2+ years of experience in Customer Success, driving onboarding, adoption and renewals, ideally in a B2B SaaS environment
• Highly proficient in written and spoken English and Chinese
• Based in JB and able to attend onsite customer meetings in Singapore (you should be willing to travel to SG at least twice a week, but this might be every day during high seasons)
• Strong ownership and accountability, able to follow through on commitments and close the loop with customers and internal teams
• Ability to demonstrate diplomacy, empathy, and problem solving skills while working through tough customer issues
• Interested in contributing to product discovery and research
• Bonus if you have an HR, Payroll, or HRIS background, and have an understanding of Singapore payroll regulations
• Bonus if you have Excel proficiency and are comfortable using technology and AI tools to investigate problems, analyse data and improve workflows

You Will Find Yourself

• Own customer success across the entire lifecycle, driving successful onboarding, adoption, growth and renewal.
• Onboard customers by agreeing on success plans, delivering training and driving adoption, including group training where appropriate.
• Own customer escalations and coordinate with Support, Product and Engineering to restore customers’ path to success, following through and closing the loop.
• Track product usage and customer health, identify churn risks early, and drive recovery plans and successful renewals.
• Collaborate across Sales, Product, Engineering and Support to set customers up for success.
• Act as the voice of our customers (VOC), conveying needs and issues internally across departments
• Document customer interactions and success stories, and make them referenceable.

Success Indicators

• % of assigned customers successfully onboarded within 3 months
• % of assigned customers maintaining healthy account status
• % of assigned customers successfully renewed

The Offer

• Growth opportunities within a 12-24 month window
• Be part of a fast-paced growth environment and work together with a passionate and driven bunch of do-ers