Customer Success

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

📋 Description

• Mission: Achieve Sleek's revenue goals in Australia by renewing services for existing clients, enhancing cash collection through upselling and upgrades, while ensuring a smooth and high-satisfaction customer experience throughout the renewal process.

• Outcomes: Regularly meet monthly renewal rate objectives for the Australian client base and enhance CSAT scores, fostering customer trust and satisfaction during each renewal.

• Customer Investigation & Issue Resolution: Execute comprehensive investigations into customer interactions with Sleek. Collaborate across departments including accounting, corporate security, product, and data teams to facilitate resolutions and support seamless renewals.

• Cash Collection via Renewal, Upsell & Upgrades: Meet monthly cash collection goals by driving renewals and uncovering upsell and upgrade opportunities. Actively identify and seize revenue expansion possibilities within the current customer base.

• Pipeline Management & Monthly Targets: Maintain a deep understanding of the business portfolio; manage the pipeline in a data-driven manner utilizing CRM and reporting tools. Prioritize ticket resolution and proactive outreach to consistently meet monthly KPIs.

• Cross-Functional Collaboration & Best Practice: Collaborate with accounting, corporate security, product, and data teams to enhance renewal processes and the overall customer experience. Proactively share best practices with the broader Customer Success team and contribute to a culture of continuous improvement.

⛳️ Requirements

• A minimum of 8 years of experience in Renewals or Customer Success management roles, with a location in the Philippines.

• Proven track record of achieving renewal rate and cash collection targets in a B2B SaaS or services setting.

• Experience in managing a customer pipeline in a data-driven manner, including CRM maintenance, pipeline reporting, and forecasting.

• Demonstrated ability to collaborate cross-functionally with product, finance, and operations teams to resolve customer issues.

• Strong proficiency in written and spoken English; capable of clear communication with Australian market clients.

🏝️ Benefits

• Humility and kindness: We value humility as a core trait, fostering a culture where we don’t take ourselves too seriously and can share a laugh. Kindness is equally important, and we are dedicated to creating and nurturing a diverse and inclusive environment.

• Flexibility: Enjoy the option to work from home. If you need to start your day early or late to accommodate family or other commitments, we are supportive, provided that you complete your work and communicate proactively. You also have the opportunity to work fully remotely from anywhere in the world for one month each year.

• Financial benefits: We offer competitive salaries and generous paid time off and holiday schedules. Certain employees at Sleek may also qualify for our employee share ownership plan, allowing them to benefit from our exceptional growth trajectory as we aim for a listing on a major stock exchange in the Asia Pacific region.

• Personal growth: You will have significant responsibility and autonomy at Sleek. We operate at a fast pace, allowing you to make decisions, learn from mistakes, and grow. We provide a range of internal and external training programs, and we are at the forefront of utilizing AI in our field, developing a regional center of AI excellence. We aim for you to leave Sleek as a more well-rounded individual and professional.

• Sleek proudly holds B Corp certification. Since our inception in 2017, we have been dedicated to building Sleek as a force for good. In just over five years, we have joined a community of industry leaders like Patagonia, Ben & Jerry's, and P&G, all working towards creating an inclusive, equitable, and regenerative economy.