Customer Success Manager

ANTLABS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading IT company in Singapore is seeking a Customer Success Manager to enhance customer satisfaction and service fulfillment. The ideal candidate will have at least 5 years of experience in Customer Success or Account Management, exceptional communication skills, and a customer-centric approach. This role involves building strong relationships with clients, guiding them through onboarding, and ensuring they achieve their desired outcomes with our products and services.

Qualifications

• Minimum of 5 years in Customer Success or Account Management.
• Proven ability to handle multiple activities independently.
• Strong capability to work with diverse teams and stakeholders.

Responsibilities

• Serve as the principal point of contact for product/service adoption.
• Guide new customers through the onboarding process.
• Engage with customers to understand their business needs.
• Gather and analyze customer feedback.
• Work closely with support teams to resolve customer issues.
• Monitor customer health metrics and develop improvement strategies.
• Identify upselling and cross-selling opportunities.
• Submit comprehensive monthly/quarterly service reports.

Skills

Communication skills

Problem-solving

Customer-centric mindset

Relationship building

Job description

We are seeking a dedicated and results-driven Customer Success Manager to join our team. This role focuses on customer satisfaction and service fulfilment, ensuring that our customers achieve their desired outcomes while using our products and services. The ideal candidate will have excellent communication skills, a passion for helping others, and a knack for problem-solving.

Key Responsibilities

• Serve as the principal point of contact for product/service adoption, consumption, and renewal, while building and maintaining strong customer relationships.
• Guide new customers through the onboarding process, ensuring a smooth transition and immediate value realization.
• Proactively engage with customers to understand their business needs and requirements, ensuring they receive maximum benefits from our products and solutions, addressing and preventing any potential issues.
• Gather and analyse customer feedback to improve product and service offerings as well as service delivery.
• Work closely with support team to efficiently resolve customer issues.
• Monitor customer health metrics and develop strategies to improve customer satisfaction and retention.
• Identify opportunities to expand customer accounts through upselling and cross-selling additional products and services.
• Prepare and submit comprehensive monthly/quarterly service reports detailing service requests, activities, and ensuring Service Level Performance meets expected criteria.

Requirements

• Minimum of 5 years in Customer Success, Account Management, or a related role, preferably within the IT/Telecom industry.
• Proven ability to independently handle multiple concurrent activities without supervision.
• Strong capability to work with diverse teams and stakeholders, both local and remote, including sales/marketing, implementation, engineering, product, and operations/support.
• Ability to estimate, justify, and manage costs, schedules, scopes, variable orders, and change requests.
• Willingness and ability to travel as required.

Ideal Candidate

• Experience in a product vendor, service provider, system integrator, or value-added distributor, ideally in a Customer Success Manager role.
• Cross-functional experience in presales, planning, deployment, and/or support operations.
• Strong presentation, communication, and interpersonal skills, along with excellent problem-solving abilities.
• Ability to work independently and as part of a team.
• A proactive, customer-centric mindset with a passion for helping others succeed.