Manager, Regional Customer Success Lead

Teleport; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A technology company in Singapore is seeking a Customer Success Manager to drive product adoption and enhance the customer experience. The ideal candidate will have over 7 years of experience in key account management and possess strong leadership skills. Responsibilities include developing customer lifecycle plans, collaborating with teams, and implementing customer advocacy. This role requires a results-driven mindset and the ability to travel across Southeast Asia.

Qualifications

• Strong leadership and people management skills.
• Proven ability to collaborate internally with cross-functional teams.
• Results and performance driven, preferring data to drive decisions.
• Possess a hands-on mentality and an analytical way of working.
• Track record of growing high-performance teams.
• Able to operate in a fast-paced organization.
• Self-motivated with a focus to exceed set goals.
• Open to traveling across Southeast Asia.

Responsibilities

• Drive regional product adoption and customer experience.
• Develop plans for customer lifecycle improvements.
• Report on Customer Success results at corporate level.
• Partner with sales team to enhance supply chain efficiencies.
• Implement churn prevention programs and drive new business growth.
• Collaborate with diverse country success teams for goals.
• Take ownership of escalated delivery issues.
• Identify digitalization opportunities for a high-efficiency team.
• Achieve high retention rates for growth.

Skills

Leadership and people management skills

Collaborate internally with cross-functional teams

Results and performance driven

Analytical and structured working style

Track record of growing high-performance teams

Self-motivated

Adapting to new technologies

Tools

CRM platforms (Hubspot, Salesforce)

Job description

A DAY IN A LIFE

As a start up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours should involve you having to:

• Focus on driving regional successful product adoption, leading a positive customer experience, and driving growth through upselling and cross-selling efforts through the country team.
• Develop plans and initiatives that drive improvements across all stages of the post-sales customer lifecycle from onboarding to retention & roll out across all countries. Recognize country specific processes and create standard SOP with these considerations.
• Report on Customer Success results at corporate level.
• Develop a deep understanding of our product and operational offerings through partnering our sales team where our processes will add values to their supply chain efficiencies.
• Influence future lifetime value through higher product/service adoption, customer satisfaction and health scores
• Implement churn prevention programmes and drive new business growth through customer advocacy
• Collaborate with multiple and diverse country customer success teams to deliver company wide goals.
• Take ownership of escalated delivery issues and follow problems to reduce frictions between customer success teams and other departments.
• Identify digitalization opportunities in creating a high efficient customer success team.
• Achieve high retention rates to maintain Teleport growth path.

SKILLS

These are minimum-requirement skills and a ‘must-have’ for the role: (If any, otherwise you can skip)

• Strong leadership and people management skills, with ability to motivate and drive outcomes

• Proven ability to collaborate internally with cross-functional teams
• Results and performance driven, preferring data to drive your everyday decisions
• Possess a hands-on mentality and an analytical and structured way of working
• Track record of growing high-performance teams
• Able to operate successfully in a lean, fast-paced organization to scale quickly
• Self-motivated with a focus to exceed set goals
• Comfortable adapting to new technologies

• Open to traveling across Southeast Asia

QUALIFICATIONS & EXPERIENCE

• Experience in CRM platforms (Hubspot, Salesforce) is a plus
• Strong consultative selling skills
• Startup experience
• 7+ years of work experience in Key Account Management, Operations or Customer Service