Customer Success Manager (SAP Commerce Cloud)

RICKSOFT SINGAPORE PTE. LTD.; Singapore; On-site; SGD 45,000 - 78,000; Full time

Benefits offered by this job

Annual performance bonus

Professional development

Regional exposure

Healthcare coverage

Business travel opportunities

Job summary

Ricksoft Singapore is seeking a Customer Success Manager to own the client experience and service quality for a large-scale eCommerce CoE on SAP Commerce Cloud (Hybris).

You will be the voice of the client, accountable for customer satisfaction, escalation handling, and continuous service improvement, collaborating with regional stakeholders and the Project Manager.

Qualifications

• 3–5 years of experience in Customer Success, CRM, ITSM or enterprise account management.
• Experience with enterprise clients and senior stakeholders across Asia-Pacific markets.
• Strong knowledge of CSAT/NPS, SLA management, ITSM, and incident escalation processes.
• Analytical skills to analyze performance and identify improvements; proficient with Jira/Confluence.
• Excellent English communication, presentation and executive stakeholder management.

Responsibilities

• Manage client relationships across regional HQs and stakeholders with the Project Manager.
• Analyze business requirements and coordinate with operations to ensure delivery.
• Develop and manage CSAT measurement, handle complaints and escalations, and ensure timely resolution.
• Analyze service data, SLA performance, and customer feedback to identify trends and improvements.
• Prepare governance reporting and present CSAT results and recommendations.
• Represent the Project Manager in client meetings during absences.

Skills

Client relationship management

IT service delivery

Enterprise account management

Stakeholder management

English communication

Tools

Jira

Confluence

Job description

About Ricksoft Singapore

At Ricksoft Singapore, we believe technology should enable better ways of working, not create more complexity. We are a digital transformation consultancy that partners with organisations to redesign business processes, improve service management and implement modern enterprise solutions that drive meaningful outcomes.

Combining strategic advisory with deep technical expertise, our consultants work alongside clients from discovery through implementation and continuous improvement.

As part of the global Ricksoft Group (Japan), we are passionate about helping organisations embrace innovation, unlock productivity and deliver exceptional experiences for both employees and customers.

About the Role

We are looking for a Customer Success Manager to own the client experience and service quality of a large-scale eCommerce Operations Centre of Excellence (CoE) for one of our key international clients — a multi-market enterprise eCommerce platform built on SAP Commerce Cloud (Hybris) and integrated with a wide landscape of enterprise and legacy systems.

As the CSM of this project, you will be the voice of the client within the engagement, accountable for customer satisfaction, escalation handling and the continuous improvement of service performance.

Key Responsibilities

Client Relationship Management: Build and maintain strong relationships with regional headquarters and business stakeholders across multiple markets, working closely with the Project Manager.

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 Project Manager in client meetings during the Project Manager'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.
• Preferred Qualifications: Experience in eCommerce, IT Outsourcing/Managed Services, SAP Commerce Cloud (Hybris), AEM, or regional multi-country operations.

Compensation & Benefits

• Base Salary: SGD 4,000 – 7,000 per month, 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.
• Benefits: Standard employee benefits in accordance with company HR policies, including healthcare coverage.

The final salary and job level will be based on the candidate’s experience, technical capabilities, customer-facing skills and familiarity with relevant platforms and processes.