Customer Success Manager_Base in Singapore

BiPlus; Singapore; On-site; SGD 33,000 - 45,000; Full time

Benefits offered by this job

CPF contributions

Annual leave

Health insurance

Job summary

BiPlus Software Solutions invites a Customer Success Manager to base in Singapore. You will nurture relationships with regional headquarters across eight markets and work closely with the CoE Lead to ensure delivery and governance.

The role requires strong CSAT/NPS fundamentals, ITSM knowledge, and the ability to report with Jira and Confluence. You will analyze business requirements, coordinate with operations, and represent the CoE in client meetings in Singapore.

Qualifications

• 3–5 years in Customer Success or enterprise account management.
• Experience with enterprise clients across Asia-Pacific.
• Knowledge of CSAT/NPS frameworks and ITSM processes.
• Strong English communication and executive stakeholder skills.
• Proficiency with Jira and Confluence for reporting.

Responsibilities

• Manage client relationships with regional HQs across 8 markets.
• Analyze business requirements and coordinate with ops teams.
• Develop CSAT measurement frameworks; handle escalations.
• Analyze service performance and identify improvement opportunities via Jira.
• Prepare governance reports and present CSAT results.
• Represent CoE in Singapore client meetings during Lead's absence.

Skills

Client management

IT Service Management

Jira/Confluence

Stakeholder management

English communication

Data analysis

Tools

Jira

Confluence

SAP Commerce Cloud (Hybris)

AEM

Job description

Customer Success Manager_Base in Singapore

• BiPlus Software Solutions is a Vietnam-headquartered technology company founded in 2018, with offices in Hanoi. We have 150+ engineers, consultants, and specialists serving 100+ enterprise customers across Southeast Asia, South Korea, Japan, Canada, and Europe.
• BiPlus specialises in enterprise software development, Agile/SAFe transformation consulting, Atlassian platform services, and large-scale system integration — with deep domain expertise in Telecom, Banking & Finance, and eCommerce. We are certified ISO 27001 & ISO 9001, an Atlassian Platinum Solution Partner, and Vietnam’s premier Scaled Agile (SAFe) consulting provider.

About the Role

• BiPlus Software Solutions is a Vietnam-headquartered technology company founded in 2018, with offices in Hanoi. We have 150+ engineers, consultants, and specialists serving 100+ enterprise customers across Southeast Asia, South Korea, Japan, Canada, and Europe.
• BiPlus specialises in enterprise software development, Agile/SAFe transformation consulting, Atlassian platform services, and large-scale system integration — with deep domain expertise in Telecom, Banking & Finance, and eCommerce. We are certified ISO 27001 & ISO 9001, an Atlassian Platinum Solution Partner, and Vietnam’s premier Scaled Agile (SAFe) consulting provider.

Key Responsibilities

• Client Relationship Management: Build and maintain strong relationships with regional headquarters and business stakeholders across 8 markets, working closely with the CoE Lead.
• Requirement Analysis & Coordination: Conduct high-level analysis of business requirements, clarify priorities, and coordinate with operational teams to ensure effective delivery.
• Customer Satisfaction ( CSAT ) Management: Develop and manage customer satisfaction measurement frameworks, handle complaints and escalations, and ensure timely resolution.
• Service Performance & Improvement: Analyze operational data, SLA performance, and customer feedback through Jira to identify trends, service gaps, and improvement opportunities.
• Governance & Reporting: Prepare service performance reports, participate in client governance meetings, and present CSAT results and improvement recommendations.
• Onsite Client Representation: Represent the CoE in client meetings in Singapore during the CoE Lead’s absence, ensuring continuity of communication and governance.

Requirements

• Experience: 3 – 5 years of experience in Customer Success, Client Relationship Management, IT Service Delivery, or Enterprise Account Management.
• Client Management: Proven experience working with enterprise clients and senior stakeholders across multiple Asia-Pacific markets.
• Service Management: Strong knowledge of CSAT / NPS frameworks, SLA management, IT Service Management ( ITSM ), and incident escalation processes.
• Analytical Skills: Ability to analyze operational performance, identify service improvement opportunities, and use Jira and Confluence for reporting and collaboration.
• Communication: Exceptional English proficiency, with strong presentation, negotiation, and executive stakeholder management skills.
• Location: Based in Singapore, with Singapore citizenship, permanent residency, or eligibility for an Employment Pass.
• Preferred Qualifications: Experience in eCommerce, IT Outsourcing/Managed Services, SAP Commerce Cloud (Hybris), AEM , or regional multi-country operations.
• Competitive Base Salary: SGD 3,000 – 4,000 per month (NET), depending on qualifications, experience, and expertise.
• Performance-Based Bonus: Annual performance bonus based on individual achievements, business outcomes, and company performance.
• Professional Development: Opportunities for professional certifications, leadership development, and continuous learning.
• Regional Exposure: Opportunities to collaborate with regional and international teams, with business travel expenses covered by the company.
• Career Growth: Opportunity to lead strategic initiatives, build technical capabilities, and contribute to business growth across regional markets.
• Statutory Benefits: CPF contributions (where applicable), annual leave, public holidays, sick leave, insurance, and other benefits in accordance with applicable Singapore laws and regulations and the Company’s policies.

SGD 3,000 – 4,000