Customer Success Manager: Onboarding, Adoption & Renewal

Staffany Pte Ltd

Johor Bahru

On-site

MYR 90,000 - 130,000

Full time

4 days ago

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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.