Customer Success Manager

JAC Recruitment; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

JAC Recruitment seeks a Customer Success Manager for a Japanese SaaS client to own the full customer lifecycle from onboarding to renewal, partnering with a diverse global customer base and cross-regional stakeholders to drive meaningful business outcomes.

You will lead onboarding programs, monitor health metrics, and identify expansion opportunities, while coordinating with Sales or Account Management to ensure high retention and customer value.

Qualifications

• 4-7 years of experience in B2B consulting, customer success, account management, or related fields.
• Proven post-sales experience in the IT or SaaS industry.
• Experience working with corporate clients, ideally in solution-based or consultative environments.

Responsibilities

• Own and manage the end-to-end customer lifecycle for global accounts, including onboarding, adoption, growth, renewal, and churn prevention.
• Lead structured onboarding programs, ensuring customers are set up for success with clear objectives, milestones, and timelines.
• Build and maintain strong relationships with stakeholders across regions and time zones.
• Serve as a trusted advisor, providing best-practice guidance and helping customers realize measurable business impact.
• Monitor customer health, product usage, and engagement trends to proactively identify risks and opportunities.
• Conduct regular business reviews to align on goals, share insights, and drive continuous improvement initiatives.
• Identify expansion opportunities within existing accounts and collaborate with Sales or Account Management teams to drive growth.
• Own the renewal strategy and execution to ensure high retention rates.
• Gather and channel customer feedback to internal teams, offering structured insights that influence product and service improvements.
• Support the creation of case studies and contribute to best-practice documentation to enhance overall customer success efforts.

Skills

B2B consulting

Customer success

Account management

Stakeholder management

Tools

Salesforce

Gainsight

Job description

Company Overview

Our client , a Japanese SaaS company is looking for Customer Success manager. This position is responsible for managing the full customer lifecycle—from onboarding and adoption to expansion and renewal. You will partner with a diverse, Japanese customer base and collaborate closely with cross-regional stakeholders to ensure customers achieve meaningful business outcomes.

Key Responsibilities

• Own and manage the end-to-end customer lifecycle for global accounts, including onboarding, adoption, growth, renewal, and churn prevention.


• Lead structured onboarding programs, ensuring customers are set up for success with clear objectives, milestones, and timelines.


• Build and maintain strong relationships with stakeholders across regions and time zones.


• Serve as a trusted advisor, providing best-practice guidance and helping customers realize measurable business impact.


• Monitor customer health, product usage, and engagement trends to proactively identify risks and opportunities.


• Conduct regular business reviews to align on goals, share insights, and drive continuous improvement initiatives.


• Identify expansion opportunities within existing accounts and collaborate with Sales or Account Management teams to drive growth.


• Own the renewal strategy and execution to ensure high retention rates.


• Gather and channel customer feedback to internal teams, offering structured insights that influence product and service improvements.


• Support the creation of case studies and contribute to best-practice documentation to enhance overall customer success efforts.

Requirements

• 4-7 years of experience in B2B consulting, customer success, account management, or related fields.


• Proven post-sales experience in the IT or SaaS industry.


• Experience working with corporate clients, ideally in solution-based or consultative environments.


• Familiarity with customer engagement tools such as Salesforce, Gainsight, or similar platforms.

Due to the high volume of applicants, we regret to inform that only shortlisted candidates will be notified. Thank you for your understanding.