Manager Customer Success

INTERSTELLAR GROUP PTE. LTD.; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A dynamic technology firm is seeking a Customer Success Manager to lead the execution of Customer Success strategies across their client portfolio. This role involves driving customer adoption and retention, managing a small team of Customer Success Managers (CSMs), and coordinating across Professional Services and Support teams. Ideal candidates will have over 5 years in B2B SaaS Customer Success and strong SQL skills. Offered compensation is market-based depending on experience.

Qualifications

• 5+ years in Customer Success, Account Management or Implementation leadership in B2B SaaS.
• 2+ years managing a CS/AM team or as a team lead with coaching responsibilities.
• Proven experience with renewals risk management.
• Strong communication skills and ability to run structured calls.
• Strong SQL skills to analyze customer usage and support trends.

Responsibilities

• Own customer health across assigned segments and maintain accurate health scores.
• Drive renewal readiness and ensure customers achieve measurable outcomes.
• Build and execute adoption plans for key modules and workflows.
• Coach and manage CSMs, set weekly priorities, and remove blockers.
• Own customer escalations and coordinate with internal teams.

Skills

CRM

Coaching

Account Management

Verbal Communication

ERP

System Integration

Customer Success

Risk Management

Administration

B2B

SQL

Zendesk

Python

SaaS

Cadence

Team Lead

Consulting

Professional Services

Education

Bachelor’s degree in Engineering or Business Administration

Tools

CRM systems

Zendesk

SQL

Python

Job description

Roles & Responsibilities

Role Summary

You will own the day-to-day execution of Customer Success across a portfolio of clients, ensuring adoption, retention, and expansion. You will lead a small team of CSMs and work tightly with Professional Services (implementation), Support (Zendesk), and Product/Engineering to drive measurable customer outcomes. This role is accountable for health scoring, churn risk management, QBR discipline, and turning feedback into a prioritised, closed‑loop action plan.

Key Responsibilities

Customer outcomes and retention

• Own customer health across assigned segments, maintain an accurate health score and risk register.
• Drive renewal readiness, reduce churn risk, and ensure customers achieve measurable outcomes post‑go‑live.
• Run a consistent QBR cadence for key accounts (agenda, metrics, actions, follow‑up).

Adoption and value realization

• Build and execute adoption plans for key modules and workflows.
• Track product usage, training completion, and operational milestones.
• Identify expansion opportunities and partner with Sales on upsell/cross‑sell motions.

Team leadership and execution

• Coach and manage CSMs (or CS specialists), set weekly priorities, and remove blockers.
• Set expectations for customer comms quality, responsiveness, and documentation.
• Create playbooks for onboarding handover, success plans, and escalation management.

Escalations and cross-functional coordination

• Own customer escalations from “frustrated” to “resolved,” including internal alignment and external comms.
• Coordinate with Support to ensure ticket trends inform success plans (and customers don’t feel bounced).
• Work with Product/Engineering to translate recurring issues into clear problem statements and prioritised fixes.

Process, metrics, and reporting

Build a simple metrics system and report weekly:

• Retention/churn risk
• Health score distribution
• Adoption KPIs
• Key escalations and themes
• NPS/CSAT trends (if available)
• Expansion pipeline influenced by CS

• Use data from CRM, Zendesk, and product logs to identify patterns and drive action.
• Keep CRM and internal systems accurate (account status, contacts, renewals dates, QBR notes).

Success metrics (first 90–180 days)

• Health scoring system operational with weekly review rhythm.
• Clear churn risk process, early warning signals and actions documented.
• QBR cadence established for top accounts (example: top 20).
• Reduction in repeat escalations and “surprise churn risks.”
• Improved adoption metrics for 1–2 priority workflows.
• Self‑serve dashboards or repeatable reporting built using SQL (and Python where relevant).

Requirements

• 5+ years in Customer Success / Account Management / Implementation leadership in B2B SaaS.
• With 2+ years managing a CS/AM team or acting as a team lead with direct coaching responsibilities.
• Proven experience with renewals risk management and executive stakeholder handling.
• Strong written and verbal communication, confident running structured calls.
• Strong SQL skills (required), able to query and analyse customer usage, support trends, and financial signals.
• Bachelor’s degree required, preferably Engineering or Business Administration (or equivalent).

Preferred

• Python skills (preferred) for automation, analysis, and lightweight reporting workflows.
• Experience in legal tech, accounting, ERP, or professional services workflow software.
• Experience working with Support and PS teams in a services‑heavy SaaS model.
• Systems Integrator (SI) / consulting experience with ERP implementations (a strong plus).
• Familiarity with Zendesk and a CRM (HubSpot).

Working style expectations

• Clear ownership, fast follow‑up, strong documentation.
• Uses structured playbooks and does not rely on heroics.
• Comfortable saying “this is out of scope, it needs a SOW,” and holding boundaries.

Compensation

Market-based, depending on experience. To Apply Send Resume and Cover Letter to [e-mail].

Tell employers what skills you have

• CRM
• Coaching
• Account Management
• Verbal Communication
• ERP
• System Integration
• Customer Success
• Risk Management
• Administration
• B2B
• SQL
• Zendesk
• Python
• SaaS
• Cadence
• Team Lead
• Consulting
• Professional Services