Customer Success Account Manager

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Take ownership of and enhance the complete client journey

• Manage a portfolio of established clients

• Ensure that clients receive consistent and impactful service

• Collaborate across departments to align internal teams with client success

• Continuously strive to improve the value we deliver

• Engage with customers, including senior leadership and mid-level stakeholders

• Map, analyze, and optimize the entire lifecycle of the client experience

• Serve as the voice of the client, advocating for their needs and challenges

• Monitor customer activities to gain insights into usage

• Partner with Sales, Product, and Operations for a smooth onboarding process

• Identify areas of friction and develop effective solutions

• Participate in executive business reviews, client summits, and account planning meetings

• Adhere to standardized playbooks, templates, and messaging for uniformity

⛳️ Requirements

• Minimum of 3 years of experience in client experience, customer success, or account management roles

• Previous experience in procurement category management is advantageous

• Demonstrated history of enhancing client retention, satisfaction, and operational efficiency

• Strong analytical mindset with a focus on KPIs

• Exceptional interpersonal and communication skills, both verbal and written

• Experience in B2B SaaS, technology services, or market intelligence is preferred

• Background in large enterprise SaaS companies such as Oracle, SAP, or Microsoft is preferred

• A passion for client-centricity and ongoing improvement

• Proficient verbal and written English skills are essential

• Native language skills in Mandarin, Cantonese, or Bahasa are preferred

• Proficiency in Thai or Vietnamese is helpful

• Singaporean nationality or PR is required – no employment visa support will be provided

🏝️ Benefits

• Client onsite time is expected to be 1-2 days per week

• Team hours are from 8:30 AM to 5:30 PM

• Flexibility to adjust hours earlier or later for calls with Australia (2 hours ahead) and HQ on the US East Coast (12 hours behind)