Client Success Senior Executive

Bakuun Holdings; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Bakuun Holdings is seeking a Client Success Senior Executive to build and own the client operations layer from the ground up. You will shape how support is structured, apply automation, and manage accounts at scale across global markets.

You will design escalation frameworks, service standards, and operational logic for customer operations, driving efficiency and consistency across regions.

Qualifications

• 4–6 years of experience in Customer Success, Support Operations, Customer Onboarding, or Account Management within B2B SaaS, Fintech or platform environments.
• Proven track record owning customer lifecycle outcomes, including onboarding velocity, account retention, product adoption, and SLA performance.
• Hands‑on experience administering ticketing platforms (e.g., Zendesk, Intercom, Freshdesk) and architecting structured support workflows.
• Strong ability to analyse operational data (Excel, BI dashboards) to identify support trends, service bottlenecks and product friction points.
• Proven experience operating in high-accountability environments with direct ownership of customer satisfaction metrics and operational outcomes.

Responsibilities

• Architect and optimize scalable support operations, including ticket routing, automated triage rules, escalation matrices and structured knowledge base systems.
• Own SLA performance end-to-end, driving continuous improvements in first-response time, resolution time and service consistency across all channels.
• Build and standardize the ticketing architecture, defining clear categorization, priority tiers and cross-functional escalation pathways.
• Manage a strategic portfolio of customer accounts with a focus on engagement and long‑term account retention.
• Analyse ticket data and customer usage trends to diagnose recurring root causes and implement structural operational or product fixes rather than isolated resolutions.
• Oversee customer onboarding and KYC verification workflows, establishing operational standards with a clear mandate to scale them into new markets.
• Lead and develop the client operations team, establishing clear ownership boundaries, performance benchmarks, and a culture of accountability.

Skills

Customer Success

Support Operations

Onboarding Velocity

Account Management

SLA Performance

Data Analysis

Tools

Zendesk

Intercom

Freshdesk

Job description

[Open only to Singapore Citizens and Permanent Residents]

Minimum Qualifications

• 4–6 years of experience in Customer Success, Support Operations, Customer Onboarding, or Account Management within B2B SaaS, Fintech or platform environments.
• Proven track record owning customer lifecycle outcomes, including onboarding velocity, account retention, product adoption, and SLA performance.
• Hands‑on experience administering ticketing platforms (e.g., Zendesk, Intercom, Freshdesk) and architecting structured support workflows.
• Strong ability to analyse operational data (Excel, BI dashboards) to identify support trends, service bottlenecks and product friction points.
• Proven experience operating in high-accountability environments with direct ownership of customer satisfaction metrics and operational outcomes.

Preferred Qualifications

• Experience designing automated workflows and system rules (e.g., routing triggers, macros, CRM workflows or integrated support tooling).
• Familiarity with KYC verification and compliance onboarding workflows.
• Experience managing regional or global customer accounts across multiple time zones.

About the Job

Bakuun is building a global platform that powers complex hospitality distribution spanning connectivity APIs, marketplace operations, payment processing, and enterprise-grade property management.

As Client Success Senior Executive, you will build and own the client operations layer from the ground up, including how support is structured, how automation is applied, and how accounts are managed at scale. You will not just operate support tools you will design the operational logic, escalation frameworks and service standards that enable our customer operations to scale efficiently across global markets.

Responsibilities

• Architect and optimize scalable support operations, including ticket routing, automated triage rules, escalation matrices and structured knowledge base systems.
• Own SLA performance end-to-end, driving continuous improvements in first-response time, resolution time and service consistency across all channels.
• Build and standardize the ticketing architecture, defining clear categorization, priority tiers and cross-functional escalation pathways.
• Manage a strategic portfolio of customer accounts with a focus on engagement and long‑term account retention.
• Analyse ticket data and customer usage trends to diagnose recurring root causes and implement structural operational or product fixes rather than isolated resolutions.
• Oversee customer onboarding and KYC verification workflows, establishing operational standards with a clear mandate to scale them into new markets.
• Lead and develop the client operations team, establishing clear ownership boundaries, performance benchmarks, and a culture of accountability.