Customer Success Account Lead

CORNERSTONE GLOBAL PARTNERS PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Cornerstone Global Partners PTE. LTD. is seeking a Customer Success Account Lead to coordinate IT service delivery for enterprise clients. You will work closely with clients and internal technical teams to understand business requirements, monitor service performance, and resolve service-related matters.

You will communicate effectively with clients, manage expectations, and support continuous improvement initiatives to enhance service quality and client satisfaction.

Qualifications

• 5+ years of relevant experience in customer success, account management, service delivery or IT operations.
• Familiarity with ITSM frameworks and enterprise IT environments.
• Understanding of cloud solutions and service management tools.
• Strong communication, stakeholder management, problem-solving, and coordination skills.
• Bachelor’s degree in IT, Engineering, Business, or related discipline.
• Ability to work with clients and cross-functional teams and manage multiple priorities.

Responsibilities

• Monitor service performance against SLAs and KPIs, coordinate incident escalations, and follow up on improvement actions.
• Understand client IT service requirements and support effective adoption of IT services and solutions.
• Collaborate with architects, engineers, operations, and project teams to align delivery with customer needs.
• Maintain regular communication with clients, provide service updates, and support governance meetings.
• Gather customer feedback and identify opportunities to improve service quality and operational efficiency.

Skills

ITSM frameworks

Stakeholder management

Communication

Problem solving

Coordination

Client relationship management

Education

Bachelor’s degree in IT/Engineering/Business

Tools

Cloud solutions

Service delivery tools

Job description

We are looking for a Customer Success Account lead to support enterprise clients by coordinating effective IT service delivery and maintaining strong service relationships. You will work closely with clients and internal technical teams to understand business requirements, monitor service performance, resolve service-related matters, and support continuous improvement.

Due to an anticipated high volume of applicants, we regret that only shortlisted candidates will be notified. The information provided is for recruitment purposes only.

What You'll Do

• Manage & Monitor: Monitor service performance against agreed SLAs and KPIs, coordinate incident escalations, and follow up on service improvement actions.
• Support & Advise: Work with clients to understand their IT service requirements and support the effective adoption and utilisation of IT services and solutions.
• Coordinate: Collaborate with architects, engineers, operations, and project teams to address service issues and align delivery with customer requirements.
• Communicate: Maintain regular communication with clients, provide service updates, and support service review and governance meetings.
• Improve: Gather customer feedback and identify opportunities to improve service quality, operational efficiency, and customer experience.

What You Bring

• At least 5 years of relevant experience in customer success, account management, service delivery, IT service management, IT operations, or technical support.
• Familiarity with ITSM frameworks.
• Good understanding of enterprise IT environments, cloud solutions, and service management tools.
• Strong communication, stakeholder management, problem-solving, and coordination skills.
• Bachelor’s degree in IT, Engineering, Business, or a related discipline.
• Ability to work effectively with clients and cross-functional teams and manage multiple service-related priorities.

Cornerstone Global Partners (EA License Number: 19C9859) is an affirmative equal-opportunity employer and recruitment firm. We evaluate qualified applicants without regard to race, colour, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

EA Registration Number: R26159541.

Cornerstone Global Partners Pte Ltd (EA License: 19C9859)