Global Client Success & Onboarding Lead

Bakuun Holdings; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Bakuun is building a global hospitality platform that powers connectivity, marketplace operations, payments, and property management. We seek a Client Success Senior Executive to design and own the client operations layer from the ground up, shaping support structure, automation, and account management at scale across markets.

You will architect escalation frameworks, define service standards, and drive adoption through data-driven improvements and a culture of accountability across the client

Qualifications

• 4–6 years of experience in Customer Success, Support Operations, Customer Onboarding, or Account Management within B2B SaaS, Fintech or platform environments.
• Proven track record owning customer lifecycle outcomes, including onboarding velocity, account retention, product adoption, and SLA performance.
• Hands-on experience administering ticketing platforms (e.g., Zendesk, Intercom, Freshdesk) and architecting structured support workflows.
• Strong ability to analyse operational data (Excel, BI dashboards) to identify support trends, service bottlenecks and product friction points.
• Proven experience operating in high-accountability environments with direct ownership of customer satisfaction metrics and operational outcomes.

Responsibilities

• Architect and optimize scalable support operations, including ticket routing, automated triage rules, escalation matrices and structured knowledge base systems.
• Own SLA performance end-to-end, driving continuous improvements in first-response time, resolution time and service consistency across all channels.
• Build and standardize the ticketing architecture, defining clear categorization, priority tiers and cross-functional escalation pathways.
• Manage a strategic portfolio of customer accounts with a focus on engagement and long-term account retention.
• Analyse ticket data and customer usage trends to diagnose recurring root causes and implement structural operational or product fixes rather than isolated resolutions.
• Oversee customer onboarding and KYC verification workflows, establishing operational standards with a clear mandate to scale them into new markets.
• Lead and develop the client operations team, establishing clear ownership boundaries, performance benchmarks, and a culture of accountability.

Skills

Customer success

Account management

Onboarding

Data analytics

SLA management

Cross-functional collaboration

Tools

Zendesk

Intercom

Freshdesk

Job description

Bakuun is building a global hospitality platform that powers connectivity, marketplace operations, payments, and property management. We seek a Client Success Senior Executive to design and own the client operations layer from the ground up, shaping support structure, automation, and account management at scale across markets.

You will architect escalation frameworks, define service standards, and drive adoption through data-driven improvements and a culture of accountability across the client