Customer Success Manager

OCTOMATE STAFFING PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading fintech company in Singapore is looking for a Customer Success (GTM) Manager to enhance customer satisfaction and drive account growth. The role requires extensive experience in customer success or account management, with strong skills in onboarding, account retention, and communication. Ideal candidates will have a background in financial technology and proficiency in CRM tools. This position offers a strategic opportunity to impact customer success and engagement.

Qualifications

• 5–7 years of experience in customer success, ideally in fintech.
• Strong understanding of financial systems and digital banking products.
• Proven track record in retention and upselling.

Responsibilities

• Lead onboarding for new customers and ensure product adoption.
• Drive account expansion through upselling and cross-selling.
• Provide structured feedback to product and engineering teams.

Skills

Customer onboarding

Account growth

Data analysis

Stakeholder management

Communication

Education

Bachelor’s degree in Business, Marketing, Finance, or Technology-related field

Tools

Salesforce

Gainsight

HubSpot

Job description

The Customer Success (GTM) Manager plays a strategic role in driving customer adoption, satisfaction, and growth across the fintech product portfolio. This role bridges the gap between sales, product, and operations, ensuring customers achieve measurable success and long-term value from the company’s financial technology solutions.

Key Responsibilities

Customer Onboarding & Engagement

• Lead end-to-end onboarding for new customers, ensuring seamless setup and product adoption.
• Conduct training sessions, demos, and walkthroughs tailored to customer needs and business objectives.
• Serve as the primary point of contact post-sales, building trusted advisory relationships with key stakeholders.

Account Growth & Retention

• Drive account expansion through upselling and cross-selling of additional fintech solutions and services.
• Monitor account health, usage trends, and satisfaction scores to identify renewal or churn risks early.
• Collaborate closely with the Sales and Product teams to develop strategies that improve retention and lifetime value.

Operational Excellence

• Track KPIs such as NPS, churn rate, adoption rate, and time-to-value to measure success.
• Maintain CRM and success tools (e.g., HubSpot, Gainsight, Salesforce) for accurate customer data and activity tracking.
• Collaborate with cross-functional teams to resolve escalations and ensure a consistent customer experience.

Customer Insights & Product Feedback

• Act as the voice of the customer, providing structured feedback to product and engineering teams.
• Identify opportunities for process and product enhancements that improve customer outcomes.
• Support product launches and GTM initiatives by preparing customer enablement materials and communications.

Requirements

• Bachelor’s degree in Business, Marketing, Finance, or Technology-related field.
• 5–7 years of experience in customer success, account management, or GTM roles, ideally in a fintech or SaaS environment.
• Strong understanding of financial systems, payments, or digital banking products.
• Proven track record in retention, upselling, and cross-functional collaboration.
• Excellent communication, stakeholder management, and analytical skills.
• Proficiency with CRM, analytics, and customer success tools (e.g., Salesforce, Gainsight, HubSpot, Looker).