Customer Service Manager

Groundup.ai; Singapore; Hybrid; SGD 70,000 - 90,000; Full time

Job summary

A leading AI solutions provider in Singapore is seeking a Customer Success Manager. This role focuses on building strong customer relationships and driving satisfaction and growth through strategic account management. With a hybrid work model, the successful candidate will excel at engaging senior stakeholders and aligning solutions with client needs. Ideally, you have 3+ years in Customer Success and a degree in a relevant field. This is an opportunity to impact AI implementations in diverse industries.

Qualifications

• At least 3 years of experience in Customer Success or Account Management.
• Proven experience in facing, engaging, and influencing senior stakeholders.
• Strong organizational and time management skills.

Responsibilities

• Act as the primary point of contact for assigned customers and build relationships.
• Drive customer satisfaction and revenue growth through renewals and upselling.
• Lead onboarding and implementation of solutions.

Skills

Excellent communication

Relationship-building skills

Analytical thinking

Problem-solving mindset

Education

Bachelor's degree in Business, Engineering, Automation, Industrial Technology, or a related field

Tools

HubSpot CRM

Job description

Customer Success Manager

Location: Singapore-based (Hybrid) with travel opportunities.

At Groundup.ai, we aim to empower every workplace to become AI-driven—making cognitive maintenance and operational excellence accessible to all. Our mission is to ensure that our clients don’t just use our AI tools but also integrate them seamlessly into their daily workflows to reduce downtime, improve performance, and create real-world impact.

As we continue to partner with fast‑growing companies across manufacturing, aerospace, logistics, and maritime industries, we are looking for driven and customer‑obsessed Customer Success Managers to join our mission. This is not your typical CSM role — at Groundup.ai, you are representing the cornerstone of renewals and expansion, driving lifetime value, retention, and growth within our global customer base. You will play a crucial role in ensuring customer satisfaction and expansion by driving maintenance operational excellence and enhancing their reliability programs.

You’re skilled at deepening relationships with senior stakeholders within the industry and public sector, with organizations like Coca‑Cola, Unilever, PUB, and SAF. We ensure our Enterprise clients achieve unparalleled success through our solutions. As trailblazers and innovators for industrial technology, you will lead the team to deliver and communicate ROI, foster long‑term partnerships, and drive world‑class net revenue retention.

You’ll work closely with a global team of engineers, product experts, and decision‑makers to drive adoption, manage long‑term relationships, and unlock growth opportunities. If you thrive on creating impact, solving complex problems, and building strong client partnerships, Groundup.ai is the place for you.

We’ve won multiple prestigious awards and recognitions, but what excites us most is building a better, smarter industrial world—with you on board.

Key Responsibilities

Account Management & Growth

• Act as the primary point of contact for assigned customers, building strong and trusted relationships.
• Drive customer satisfaction, retention, and revenue growth through renewals, upselling, and expansion opportunities.
• Serve as a strategic advisor, understanding client business goals and aligning our solutions to solve key pain points.
• Present business reviews, performance reports, and value delivery metrics to stakeholders and decision‑makers.
• Identify upselling and cross‑selling opportunities within existing accounts.
• Strategically manage key accounts to maximize revenue growth and client retention.
• Develop and maintain strong, long‑lasting client relationships, focusing on client needs and potential for account growth.

Customer Enablement & ROI Delivery

• Engage with potential clients to understand their asset monitoring and maintenance needs, positioning Groundup.ai as a leading solution provider.
• Support customers in all matters related to the usage of Groundup.ai services, such as CGM (Cognitive Maintenance) projects and CMMS (Computerized Maintenance Management Systems) initiatives.
• Guarantee optimal customer satisfaction and ROI by managing both internal and external resources.
• Drive customer accounts growth by delivering successful ROI and relationship building.
• Analyze results and provide actionable recommendations to help customers transition from reactive to proactive maintenance.
• Lead Quarterly Business Reviews (QBRs) to demonstrate value, share insights, and uncover growth opportunities.

Embed our Solutions within Customers

• Lead and support the successful onboarding and implementation of Groundup.ai’s Cognitive Maintenance (CGM) platform solutions.
• Successfully implement new projects by visiting customers during kick‑off periods, as well as providing training to all stakeholders of the projects.
• Develop and maintain strong, long‑lasting client relationships, including conducting on‑site visits to customers’ plants.
• Conduct detailed product demonstrations, highlighting the technical advantages and ROI of Groundup.ai solutions.
• Collaborate with customer and technical teams to align solutions with client needs and requirements.
• Support customers in embedding our AI‑driven solutions into their day‑to‑day operations and reliability workflows.
• Monitor system performance and data insights to proactively recommend maintenance strategies and improvements.
• Gather client feedback for continuous product improvement and customer satisfaction.

Requirements

• At least 3 years of experience in Customer Success or Account Management.
• Excellent communication and relationship‑building skills with a business‑driven mindset and a strong sense of ownership.
• Proven experience in facing, engaging, and influencing senior stakeholders.
• Strong analytical thinking and data interpretation ability; confident in deriving actionable insights and storytelling by using and navigating various data types cohesively.
• Ability to work and learn rapidly and independently.
• Problem‑solving mindset with a proactive approach to continuous improvement.
• Strong organizational and time management skills.
• Bachelor’s degree in Business, Engineering, Automation, Industrial Technology, or a related field.

Bonus Requirements

• Proven experience in deploying and supporting CBM, CMMS, or PLC systems in industrial environments.
• Experience managing technical projects and cross‑functional teams.
• Proven success in delivering customer growth and operational excellence within a technical or SaaS environment.
• Expertise in real‑time monitoring and automation controls.
• Proficiency in data integration and analysis, with knowledge of metrics like MTBF, MTTR, and MTTA.
• Ability to customize system configurations, including PLC programming and CMMS adjustments, to meet specific operational requirements.
• Solid experience with on‑site installations and support in a tech environment.
• Knowledge of mechanical and electrical systems relevant to our products.
• Proficiency in technical documentation and HubSpot CRM.
• Experience within manufacturing environments, with a proven track record of driving operational excellence within the industry.
• Ability to deliver under tight schedules and willingness to travel up to 25% of the time.
• Valid driver's license with a good standing record.