Customer Success Manager (JB)

Staffany Pte Ltd; Johor Bahru; Sur place; MYR 67 000 - 112 000; Plein temps

Avantages offerts par ce poste

Growth opportunities

Fast-paced environment

Hybrid approach to travel

Résumé du poste

StaffAny Pte Ltd seeks a Customer Success Manager to ensure clients achieve product value and satisfaction, driving retention and account expansion. The role focuses on product success and customer relationships through onboarding, adoption, and renewal, with a strong emphasis on voicing customer feedback to steer product direction.

The candidate should be based in Johor Bahru, willing to travel to Singapore for onsite meetings and prefer HR/Payroll/HRIS knowledge and Excel proficiency to

Qualifications

• 2+ years of experience in Customer Success, onboarding, adoption and renewals in a B2B SaaS environment.

Responsabilités

• Own customer success across the full lifecycle: onboarding, adoption, growth and renewal.
• Onboard customers by defining success plans and delivering training to drive adoption.
• Handle customer escalations with Support, Product and Engineering to restore success.
• Monitor product usage and health, identify churn risks, and drive renewal plans.
• Collaborate with Sales, Product, Engineering and Support to enable customer success.
• Be the voice of customers (VOC) and communicate needs across teams.
• Document interactions and success stories for reference.

Connaissances

Customer success

Onboarding

Renewals

English

Chinese

Data analysis

Problem solving

Stakeholder management

Excel

AI tools

Outils

Excel

Description du poste

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.

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,

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.

How Your Success Is Being Measured

• % 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