Customer Success Manager

Singtel; Singapore; On-site; Confidential; Full time

Job summary

Singtel is seeking an experienced Customer Success Lead for wholesale roaming to manage strategic accounts, ensuring high satisfaction and growth.

You will collaborate with Sales, Commercial, and Technical teams, conduct business reviews, and drive service improvements while traveling as needed.

The role requires 5+ years in telecom, strong communication, and the ability to navigate complex enterprise environments.

Qualifications

• Bachelor's degree in Telecommunications, Business, or a related field, or equivalent relevant experience.
• At least 5 years of experience in the telecommunications industry, preferably in wholesale roaming, customer success, account management, or service delivery.
• Experience managing strategic customer accounts and acting as the main point of contact for commercial and technical matters.
• Excellent communication, presentation, and negotiation skills.
• Proficient in Microsoft Office applications (Excel, PowerPoint, and Word). Experience with CRM or service management tools is an advantage.
• Willingness to travel domestically and internationally as required.

Responsibilities

• Serve as the primary point of contact (SPOC) for assigned wholesale roaming customers, managing both commercial and technical engagements.
• Own the post-sales relationship for strategic roaming wholesale accounts, ensuring high customer satisfaction, retention, and business growth.
• Build and maintain strong relationships with customers' commercial, operational, and technical stakeholders, acting as a trusted advisor.
• Conduct regular business reviews to discuss service performance, project updates, future initiatives, and continuous improvement opportunities.
• Lead end-to-end customer incident and escalation management, coordinating cross-functional teams to ensure timely resolution, drive RCA, implement corrective actions, and provide clear communication to customers throughout the incident lifecycle.
• Monitor service performance to ensure SLA compliance, proactively identify service risks, and implement preventive measures to minimize customer impact.
• Understand customers' business objectives and provide strategic and technical recommendations to maximize the value of roaming products and services.
• Identify and drive upselling, cross-selling, and business expansion opportunities in collaboration with the Sales team.
• Support contract renewals, commercial negotiations, and customer growth initiatives alongside Sales.
• Lead customers onboarding and ensure the successful implementation of new roaming products and services.
• Provide post-sales support, including service development, solution customization, technical workshops, solution design discussions, and technical advisory.
• Drive continuous service and process improvements by gathering customer feedback and working closely with Product, Engineering, and Operations teams.
• Develop and maintain customer success plans, tracking account health, service performance, and key customer initiatives.
• Prepare business forecasts and manage budgeting for the Managed Roaming business portfolio under assigned customer accounts.
• Travel domestically and internationally as required to support customer engagements, business reviews, technical workshops, and industry events.

Skills

Communication skills

Presentation skills

Negotiation skills

Customer management

Travel willingness

Education

Bachelor's degree in Telecommunications, Business, or related field

Tools

CRM tools

MS Office

Job description

Singtel is where Technology meets Purpose.

We're building an AI-first telco for the future - connecting people, businesses and communities through trusted networks, intelligent digital services and next-generation technology.

From transforming everyday experiences in mobile, broadband, entertainment and lifestyle services to enabling enterprises with AI, 5G+, cloud, cybersecurity, data centres and digital platforms, we create the technology that powers how millions live, work and connect.

At Singtel, your work creates real impact. You'll solve meaningful challenges, shape critical digital infrastructure and help build secure, resilient and AI-enabled solutions that serve businesses, digital ecosystems and communities across the globe.

This is where BIG Possibilities become reality. Whether you're engineering intelligent networks, advancing sovereign AI cloud platforms, strengthening cybersecurity, designing seamless customer experiences or driving sustainable innovation, you'll be part of teams shaping the future of technology.

Backed by decades of expertise and driven by a culture of continuous learning and innovation, Singtel offers the scale, opportunities and support to help you grow your career while making a difference where it matters most.

How You Will Make An Impact

• Serve as the primary point of contact (SPOC) for assigned wholesale roaming customers, managing both commercial and technical engagements.
• Own the post-sales relationship for strategic roaming wholesale accounts, ensuring high customer satisfaction, retention, and business growth.
• Build and maintain strong relationships with customers' commercial, operational, and technical stakeholders, acting as a trusted advisor.
• Conduct regular business reviews to discuss service performance, project updates, future initiatives, and continuous improvement opportunities.
• Lead end-to-end customer incident and escalation management, coordinating cross-functional teams to ensure timely resolution, drive Root Cause Analysis (RCA), implement corrective actions, and provide clear communication to customers throughout the incident lifecycle.
• Monitor service performance to ensure SLA compliance, proactively identify service risks, and implement preventive measures to minimize customer impact.
• Understand customers' business objectives and provide strategic and technical recommendations to maximize the value of roaming products and services.
• Identify and drive upselling, cross-selling, and business expansion opportunities in collaboration with the Sales team.
• Support contract renewals, commercial negotiations, and customer growth initiatives alongside Sales.
• Lead customers onboarding and ensure the successful implementation of new roaming products and services.
• Provide post-sales support, including service development, solution customization, technical workshops, solution design discussions, and technical advisory.
• Drive continuous service and process improvements by gathering customer feedback and working closely with Product, Engineering, and Operations teams.
• Develop and maintain customer success plans, tracking account health, service performance, and key customer initiatives.
• Prepare business forecasts and manage budgeting for the Managed Roaming business portfolio under assigned customer accounts.
• Travel domestically and internationally as required to support customer engagements, business reviews, technical workshops, and industry events.

Skills For Success

• Bachelor's degree in Telecommunications, Business, or a related field, or equivalent relevant experience.
• At least 5 years of experience in the telecommunications industry, preferably in wholesale roaming, customer success, account management, or service delivery.
• Experience managing strategic customer accounts and acting as the main point of contact for commercial and technical matters.
• Excellent communication, presentation, and negotiation skills.
• Proficient in Microsoft Office applications (Excel, PowerPoint, and Word). Experience with CRM or service management tools is an advantage.
• Willingness to travel domestically and internationally as required.

Are you ready to say hello to BIG Possibilities?

Take the leap with Singtel to unlock new opportunities and accelerate your growth.