Global Client Success Architect: Onboarding & Scalable Ops

BAKUUN HOLDINGS PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Bakuun is building a global platform that powers hospitality distribution spanning connectivity APIs, marketplace operations, payment processing, and enterprise-grade property management. As Client Success Manager, you will build and own the client operations layer from the ground up, including how support is structured, how automation is applied, and how accounts are managed at scale.

You will design escalation frameworks and service standards to enable customer operations to scale across

Qualifications

• 4–6 years in Customer Success, Support Operations, Onboarding, or Account Management in B2B SaaS/Fintech.
• Proven track record owning customer lifecycle outcomes (onboarding velocity, retention, product adoption, SLA).
• Hands-on with ticketing platforms (Zendesk, Intercom, Freshdesk) and structured support workflows.
• Analytical using Excel/BI dashboards to identify trends, bottlenecks and product friction points.
• Experience in high-accountability environments with direct ownership of customer outcomes.

Responsibilities

• Architect scalable support operations with routing, triage rules, escalation matrices and knowledge bases.
• Own SLA performance end-to-end and drive improvements in first-response and resolution times.
• Build and standardize ticketing architecture with clear categorization and escalation paths.
• Manage a strategic portfolio of customer accounts focusing on engagement and long-term retention.
• Analyze ticket data and usage trends to diagnose root causes and implement structural fixes.
• Oversee onboarding and KYC workflows, scaling them into new markets.
• Lead and develop the client operations team with clear ownership and performance benchmarks.

Skills

Customer Success

Support Operations

Onboarding

Account Management

Data Analysis

SLA Management

Ticketing Systems

Tools

Zendesk

Intercom

Freshdesk

Ticketing Systems

Job description

Bakuun is building a global platform that powers hospitality distribution spanning connectivity APIs, marketplace operations, payment processing, and enterprise-grade property management. As Client Success Manager, you will build and own the client operations layer from the ground up, including how support is structured, how automation is applied, and how accounts are managed at scale.

You will design escalation frameworks and service standards to enable customer operations to scale across