Customer Success(POS/F&B/Retail)

Private Advertiser; Singapore; On-site; SGD 40,000 - 80,000; Full time

Job summary

Private Advertiser is seeking a Customer Success professional in Singapore to manage client accounts from onboarding to post-launch support. You will analyze client business needs, recommend POS solutions, and conduct demonstrations and trainings for staff.

Responsibilities include leading the Support team, ensuring timely responses, and driving customer satisfaction through proactive follow-ups and feedback-driven improvements.

Qualifications

• Minimum 1 year in Customer Success, Client Management, Customer Support, Software Implementation or related roles.
• Experience with B2B software, SaaS or POS systems is preferred.
• Strong communication, relationship-building and problem-solving abilities.
• Proactive and responsible in managing client needs and issues.
• Experience with clients in F&B, retail or chain-store environments is a plus.

Responsibilities

• Manage client accounts and maintain strong relationships with existing customers.
• Oversee the full customer journey: onboarding, POS implementation, deployment, go-live and post-launch support.
• Understand clients' business needs and recommend POS solutions and workflows.
• Conduct system demonstrations, user training and onboarding sessions for clients and staff.
• Lead and manage the Support team, including scheduling and duty rosters for coverage.
• Set and monitor response and resolution time targets; ensure timely closure of issues.
• Follow up on client requests and feedback to ensure positive experiences.
• Monitor usage and satisfaction; identify issues and proactively address them.
• Gather client feedback and relay recurring issues to internal teams for improvements.
• Prepare user guides, FAQs, and training materials to support onboarding and training.
• Manage customer communications throughout implementation and support.

Skills

Communication skills

Relationship building

Problem solving

Ownership

F&B/retail domain knowledge

Job description

Job Responsibilities

• Manage client accounts and maintain strong relationships with existing customers.

• Manage the full customer journey, including onboarding, POS implementation, deployment, go-live and post-launch support.

• Understand clients’ business needs and recommend suitable POS solutions and workflows.

• Conduct POS system demonstrations, user training and onboarding sessions for clients and their staff.

• Lead and manage the Support team, including designing support schedules and duty rosters to ensure sufficient coverage during customer operating hours.

• Establish and monitor response and resolution time targets, follow up on customer issues and ensure timely resolution.

• Follow up on client requests, issues and feedback, ensuring timely resolution and a positive customer experience.

• Monitor customer usage and satisfaction, identify potential issues and proactively follow up with clients.

• Gather client feedback and recurring issues, and work with internal teams to turn them into product or process improvements.

• Prepare and maintain user guides, FAQs, training materials and short instructional videos to support customer onboarding and training.

• Manage customer communication and follow up throughout the implementation and support process.

Job Requirements

• Minimum 1 year of experience in Customer Success, Client Management, Customer Support, Software Implementation, IT Support or related roles.

• Experience in B2B software, SaaS or POS systems is preferred.

• Strong communication, relationship-building and problem-solving skills.

• Responsible, proactive and has strong ownership in managing client needs and issues.

• Experience with clients in F&B, retail or chain-store businesses will be an added advantage.

• Comfortable conducting client meetings, system demonstrations and user training sessions.