AI-Driven Customer Success & Growth Leader

Aleta Planet; Singapore; Sur place; SGD 110 000 - 170 000; Plein temps

Résumé du poste

Aleta is seeking a Customer Success & Growth Lead in Singapore to own the end-to-end customer journey from onboarding through ongoing engagement, servicing, and cross-sell opportunities. You will manage a small team, set the AI vision, and drive improvements across customer interactions and service design.

The role sits at the intersection of Product, Operations, and Clients, focusing on scalable AI-enabled service and exceptional customer outcomes as the business grows.

Qualifications

• 5+ years in customer onboarding, engagement or servicing.
• Customer-centric mindset with energy for solving problems.
• Go-getter, proactive, comfortable in ambiguity in a fast-moving environment.
• Strong analytical and problem-solving skills with a track record of improvements.
• Experience mentoring or leading a team, or readiness for a lead role.
• Comfortable in a digital-first servicing model.
• Enthusiasm for technology and hands-on AI adoption.
• Ability to translate vision into practical plans and measurable outcomes.

Responsabilités

• Own the customer lifecycle end-to-end: onboarding, activation, engagement, servicing, and retention.
• Identify cross-sell opportunities through natural customer interactions (not sales-driven).
• Oversee customer servicing via channels including AI-enabled chat and escalation paths.
• Collaborate with Product/Tech to improve AI chat, boosting self-service and reducing escalations.
• Define AI adoption roadmap across the customer journey with a solid business case.
• Equip team with tools like agent-assist, knowledge-base search, and QA automation; train and embed usage.
• Ensure responsible AI use with data privacy and compliance alignment.
• Act as voice of the customer to influence roadmaps and service design.
• Identify and fix process gaps across onboarding, servicing, and support workflows.
• Lead and coach a small team to ensure consistent service quality and autonomous issue resolution.
• Track CS metrics and use data to drive improvements.
• Partner with Product, Ops, Compliance, and Risk to reflect customer needs in policies and products.
• Ensure onboarding and servicing practices comply with regulatory requirements.

Connaissances

Customer onboarding

Customer engagement

Team leadership

Analytical thinking

Data-driven decisions

Written communication

Cross-functional collaboration

AI tools adoption

Requirements scoping

Outils

CRM tools

AI chat tools

Service automation platforms

Description du poste

Aleta is seeking a Customer Success & Growth Lead in Singapore to own the end-to-end customer journey from onboarding through ongoing engagement, servicing, and cross-sell opportunities. You will manage a small team, set the AI vision, and drive improvements across customer interactions and service design.

The role sits at the intersection of Product, Operations, and Clients, focusing on scalable AI-enabled service and exceptional customer outcomes as the business grows.