Customer Success Manager (SAAS, Onboarding, Adoption) - TK

pasona singapore pte. ltd.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

The Company is seeking a Customer Success Manager to oversee the full lifecycle for Global accounts, from onboarding to renewal. You will partner with cross-region stakeholders to deliver measurable business value and drive retention.

You bring 4–7 years in B2B customer success or similar, with SaaS or IT consulting experience, and proficiency with Salesforce or Gainsight to manage multi-regional deployments.

Qualifications

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

Responsibilities

• Manage the end-to-end customer lifecycle for Global accounts, including onboarding, adoption, growth, and renewal (including churn prevention).
• Lead onboarding initiatives to ensure customers are set up effectively with clear success criteria and timelines.
• Build and maintain strong relationships with stakeholders across different regions and time zones.
• Act as a trusted advisor, guiding customers on best practices and helping them realize measurable business value.
• Monitor customer health and usage trends, proactively identifying risks and opportunities.
• Conduct regular business reviews to align on objectives, share insights, and drive continuous improvement.
• Identify expansion opportunities within accounts and collaborate with Sales and other Account Managers.
• Own renewal planning and execution to maintain strong retention rates.
• Collect customer feedback and provide structured insights to internal teams to improve product and service delivery.
• Support the development of case studies and share best practices to strengthen overall customer success efforts.

Skills

Customer success

B2B consulting

Stakeholder management

Cross-cultural

Tools

Salesforce

Gainsight

Job description

• Working hours: 9 am to 6 pm (Monday to Friday)

Customer Success Manager

This role will be responsible for the full customer lifecycle, from onboarding through adoption, expansion, and renewal. You will work with a diverse, international customer base and partner closely with stakeholders across regions to ensure they achieve meaningful business outcomes with The Company.

Job Responsibilities

• Manage the end-to-end customer lifecycle for Global accounts, including onboarding, adoption, growth, and renewal (including churn prevention).
• Lead onboarding initiatives to ensure customers are set up effectively with clear success criteria and timelines.
• Build and maintain strong relationships with stakeholders across different regions and time zones.
• Act as a trusted advisor, guiding customers on best practices and helping them realize measurable business value.
• Monitor customer health and usage trends, proactively identifying risks and opportunities.
• Conduct regular business reviews to align on objectives, share insights, and drive continuous improvement.
• Identify expansion opportunities within accounts and collaborate with Sales and other Account Managers.
• Own renewal planning and execution to maintain strong retention rates.
• Collect customer feedback and provide structured insights to internal teams to improve product and service delivery.
• Support the development of case studies and share best practices to strengthen overall customer success efforts.

Job Requirements

• Strong communication skills, with the ability to engage stakeholders across different cultures and regions.
• Comfortable working across time zones to support global customers.
• Proactive, accountable, and able to manage multiple accounts independently.
• Good Teamwork with proactive approaches in taking initiatives and supporting other teams is our team's culture
• 4-7 years of experience in B2B consulting, customer success, account management, or related roles.
• Post-sales experience in the IT or SaaS industry.
• Experience working with corporate clients, ideally in solution-based environments.
• Familiarity with tools such as Salesforce, Gainsight, or similar customer management systems.
• Experience managing global or multi-regional accounts.
• Experience in cloud or SaaS companies.
• Technical support or IT consulting experience, especially with enterprise customers.