Customer Success Leader: Growth, Retention & Strategy

NCS; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

NCS is a leading AI Tech Services company in Singapore. We are seeking an experienced Customer Success Manager to head our customer success team, driving satisfaction, retention and growth by leading a team of success managers and ensuring our clients achieve maximum value from our IT solutions.

The ideal candidate combines strong leadership skills with deep technical and business acumen. Key responsibilities include onboarding, adoption, retention strategies for key accounts, executive

Qualifications

• 5+ years in customer success or IT consulting, with leadership experience.
• Strong communication and stakeholder management skills.
• Proven track record in driving customer retention and growth.
• Familiarity with CRM systems and ITSM tooling.

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers.
• Establish best practices, processes, and KPIs for customer success.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Track and drive activities to achieve financial KPIs.
• Oversee onboarding, adoption, and retention strategies for key accounts.
• Build executive-level relationships with clients to ensure long-term success.
• Define and implement scalable customer success frameworks.
• Collaborate with delivery teams to align needs with company goals.
• Drive initiatives to improve customer satisfaction scores and increase spending.
• Identify opportunities for upselling and renewals; monitor account health.

Skills

Customer success

Leadership

Account management

Business acumen

Communication

Education

Bachelor's degree in IT or Business

Tools

CRM software

ITSM platforms

Excel

Job description

NCS is a leading AI Tech Services company in Singapore. We are seeking an experienced Customer Success Manager to head our customer success team, driving satisfaction, retention and growth by leading a team of success managers and ensuring our clients achieve maximum value from our IT solutions.

The ideal candidate combines strong leadership skills with deep technical and business acumen. Key responsibilities include onboarding, adoption, retention strategies for key accounts, executive