Customer Success Manager – Singapore

ON24; Singapore; Hybrid; USD 50,000 - 90,000; Full time

Job summary

Join a dynamic tech company that blends startup agility with global SaaS stability as a Customer Success Manager. In this role, you will manage client relationships, ensuring successful implementation and ongoing support for various products. Your ability to collaborate across teams and engage clients will be crucial in driving product adoption and achieving operational goals. Enjoy a hybrid work model, competitive compensation, and a culture that encourages innovation and new ideas. If you're passionate about customer success and looking for a role where you can make a significant impact, this opportunity is for you.

Benefits

Competitive compensation

Equity and benefits

Reimbursements for home office and mobile expenses

Weekly team lunches

Insurance coverage

18 days of paid time off

Access to Employee Assistance Program

Participation in team events and social gatherings

Qualifications

• 3+ years in Customer Success or Account Management.
• Effective collaboration across all organizational levels.

Responsibilities

• Drive product adoption and help clients leverage solutions.
• Conduct regular reviews to assess customer satisfaction.

Skills

Customer Success Management

Account Management

Collaboration Skills

Communication Skills

Organizational Skills

Proficiency in Microsoft Office

Salesforce

Education

Bachelor's Degree

Tools

Salesforce

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Role Overview:

Based in our Singapore office, Customer Success Managers (CSMs) are responsible for managing the relationship between ON24 and its clients. This role involves coordinating setup, implementation, training, and maintenance across various ON24 products and platforms, as well as partner products. The ideal candidate is organized, comfortable interfacing with clients across APAC, managing multiple projects with varying timelines, and facilitating collaboration among sales, engineering, finance, and external teams.

Responsibilities:

1. Act as a trusted advisor to drive product adoption and help clients leverage solutions to meet operational goals, ensuring business value.
2. Conduct regular reviews to assess customer satisfaction, identify risks, and monitor KPIs.
3. Maintain high levels of customer engagement by addressing low utilization and providing solutions for success.
4. Serve as the primary contact for clients to ensure successful execution of all engagements.
5. Meet project deadlines and exceed client expectations.
6. Onboard new customers, achieving key milestones through collaboration with cross-functional teams.
7. Assist with account renewal processes annually.
8. Work closely with Product Management, R&D, Marketing, and Sales to improve operational processes and represent the voice of the customer.
9. Ensure customers have ongoing access to support tools such as training portals, knowledge centers, and support systems (chat, email, phone).

Skills & Experience:

• Minimum of 3 years experience in Customer Success or Account Management.
• Bachelor's degree or equivalent experience.
• Effective collaboration skills across all organizational levels.
• Proficiency with Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce.
• Strong organizational, planning, and communication skills.
• Traits include integrity, creativity, curiosity, high standards, persistence, and achievement orientation.
• Proven ability to build strong relationships, especially at the executive level.

What We Offer:

• Opportunity to be part of a dynamic tech company blending startup agility with global SaaS stability.
• Autonomy in your role supported by clear strategies.
• Innovative, open environment encouraging new ideas.
• Hybrid work model at our Singapore office in WeWork on Beach Road.
• Competitive compensation, including equity and benefits.
• Reimbursements for home office and mobile expenses.
• Weekly team lunches, insurance coverage, 18 days of paid time off, and access to Employee Assistance Program.
• Participation in team events and social gatherings.

EEOC Statement:

ON24 is an equal opportunity employer, committed to diversity and inclusion. We prohibit discrimination based on race, color, religion, sex, national origin, age, disability, or genetics, and comply with applicable laws. We also consider qualified applicants with arrest and conviction records under the San Francisco Fair Chance Ordinance.