Client Success Manager (SaaS / Project Management)

TAIDII PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

TAIDII PTE. LTD. in Singapore is seeking a proactive Client Success Manager (SaaS/Project Management) to be the primary contact for our clients, guiding them from implementation and training through daily use and ongoing support.

You will coordinate across Product, Tech, Sales and Operations to ensure smooth onboarding, timely go-lives, and sustained adoption, with a focus on renewals and account growth.

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Information Systems or related field.
• 1–3 years in Client Success or related roles.
• SaaS, software, IT solutions, or technology company experience is a plus.
• Strong understanding of software systems and quick learning of new apps.
• Structured troubleshooting and clear communication to clients and internal teams.
• Proficient project management skills (planning, timelines, stakeholder management).
• Experience with software implementation and client onboarding.
• Ability to manage multiple client projects concurrently and maintain timelines.
• Strong written and spoken English.
• Willingness to conduct online and face-to-face client meetings in Singapore.

Responsibilities

• Manage and support assigned client accounts, building strong and long-term client relationships.
• Act as the main point of contact for clients and respond promptly to enquiries via email, WhatsApp, phone, online meetings, and onsite meetings.
• Understand client issues, perform initial troubleshooting, and provide clear solutions.
• Escalate technical or product issues and follow through until resolution.
• Coordinate and support new client onboarding, system implementation, testing, and go-live activities.
• Manage client implementation projects from initiation to completion, including planning and risk management.
• Coordinate stakeholders and ensure project progress is communicated clearly.
• Identify risks, delays, dependencies, or resource constraints and resolve them with internal teams and clients.
• Conduct product demonstrations, user training, and guidance on system usage.
• Gather and document client requirements and feedback.
• Work with Product, Tech, Sales, and Operations to align on client needs.
• Track tasks, timelines, and deliverables for smooth implementation and communication.
• Monitor client satisfaction, system adoption, and potential service risks.
• Identify opportunities to improve client usage and support account retention and growth.
• Prepare quotations and assist with renewals and related documentation.
• Maintain records of communications, issues, resolutions, and progress.
• Ensure service standards and commitments are met.

Skills

Client management

Project management

SaaS experience

Troubleshooting

Communication

Organization

Problem solving

English proficiency

Onsite meetings

Education

Information Technology, Computer Science, Information Systems, Business Information Systems

Job description

Job Summary

We are looking for a proactive and customer-focused Client Success Manager (SaaS/Project Management) to join our Singapore team. You will be the key point of contact for our clients, supporting them throughout their journey with our software solutions — from implementation and training to daily enquiries, troubleshooting, ongoing account support, and project coordination.

This role is suitable for someone who enjoys working closely with clients, solving problems, coordinating across teams, and managing implementation projects to ensure smooth and timely delivery.

Key Responsibilities

• Manage and support assigned client accounts, building strong and long-term client relationships.

• Act as the main point of contact for clients and respond promptly to enquiries through email, WhatsApp, phone calls, online meetings, and onsite meetings where required.

• Understand client issues, conduct initial troubleshooting and diagnosis, and provide clear solutions or guidance.

• Escalate technical or product-related issues to the relevant internal teams and actively follow through until resolution.

• Coordinate and support new client onboarding, system implementation, configuration, data preparation, testing, and go-live activities.

• Manage client implementation projects from initiation to completion, including project planning, timeline management, task tracking, stakeholder coordination, risk identification, issue resolution, and ensuring agreed deliverables are completed on schedule.

• Coordinate internal and external stakeholders, facilitate project meetings, follow up on action items, and ensure project progress is clearly communicated to all relevant parties.

• Identify potential project risks, delays, dependencies, or resource constraints and proactively work with internal teams and clients to resolve them.

• Conduct product demonstrations, user training, refresher sessions, and provide guidance on system usage and best practices.

• Gather and document client requirements, feedback, operational challenges, and enhancement requests.

• Work closely with Product, Technical, Sales, and Operations teams to ensure client requirements and issues are properly communicated and followed up.

• Track project tasks, action items, timelines, outstanding issues, and deliverables to ensure smooth implementation and client communication.

• Proactively monitor client satisfaction, system adoption, and potential service risks, and take appropriate follow-up actions.

• Identify opportunities to improve client usage, introduce relevant product features, and support account retention and expansion.

• Prepare quotations and assist in following up on renewals, payments, documentation, and other account-related matters where required.

• Maintain proper records of client communications, issues, resolutions, requirements, project progress, and follow-up actions.

• Ensure agreed service standards, project timelines, and response commitments are consistently maintained.

Job Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Information Systems, or a related discipline is preferred.

• At least 1-3 years of experience in Client Success, Customer Success, Account Management, IT Support, Software Implementation, Project Coordination, Project Management, or a similar client-facing role.

• Candidates with experience working in a SaaS, software, IT solutions, or technology company will have an advantage.

• Good understanding of software systems and the ability to learn new applications and workflows quickly.

• Able to perform structured troubleshooting and communicate technical issues clearly to both clients and internal technical teams.

• Possess good project management skills, including planning, prioritisation, stakeholder management, timeline tracking, risk management, and follow-up of project deliverables.

• Experience managing software implementation, system rollout, client onboarding, or technology-related projects will be highly advantageous.

• Able to manage multiple client projects concurrently and maintain clear visibility of timelines, responsibilities, dependencies, risks, and outstanding action items.

• Strong communication and interpersonal skills with the confidence to communicate with different levels of client stakeholders.

• Good organisational skills with the ability to manage multiple clients, priorities, issues, and follow-ups simultaneously.

• Proactive, responsible, resourceful, and comfortable taking ownership of client issues and projects from initiation through to completion.

• Strong problem-solving skills and attention to detail.

• Good written and spoken English.

• Comfortable conducting both online and face-to-face client meetings in Singapore.

What We Are Looking For

We are looking for someone who does more than simply forward client issues internally. The ideal candidate is able to understand the problem, investigate the situation, provide first-level support, coordinate the right resources, manage project timelines and stakeholders, and take ownership until the matter or project is successfully completed.

You should enjoy working with customers, be comfortable with technology, and have the ability to balance client expectations, project timelines, and internal product and technical requirements.

Why Join Us?

• Work with a growing SaaS and EdTech business serving organisations in Singapore and the region.

• Gain exposure to client success, software implementation, project management, product management, and business operations.

• Manage real client implementation and digitalisation projects from planning through go-live.

• Work closely with Product, Technology, Sales, and Management teams.

• Opportunity to develop into a senior Client Success, Project Management, Implementation, or Account Management role.