Customer Success Manager

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

📋 Description

• Act as the main liaison for a portfolio of high-value clients

• Oversee the onboarding process and ensure effective product adoption

• Develop and maintain robust, long-term relationships with clients

• Deliver proactive account management and continuous customer support

• Enhance customer retention through active engagement and value provision

• Identify opportunities for upselling and cross-selling in partnership with Sales and Product teams

• Inform clients about additional products, services, and solutions

• Provide training, resources, and guidance to clients to maximize product value

• Address client inquiries regarding products, reports, deliverables, and services

• Offer recommendations and guidance based on industry best practices

• Serve as an escalation point for client issues, ensuring timely and effective resolutions

• Collaborate with Support, Product, and Engineering teams to meet customer needs

• Relay client feedback and market insights to relevant internal stakeholders

• Assist in cross-functional projects and strategic initiatives

• Effectively manage multiple priorities while consistently meeting deadlines

• Work closely with analysts and other team members to reach shared objectives

• Assume ownership of special projects and additional responsibilities as necessary

⛳️ Requirements

• 2–5 years of experience in customer-facing roles, ideally in Payments, E-commerce, Risk Management, or a similar sector

• Demonstrated success in providing exceptional customer service and fostering strong client relationships

• Exceptional written and verbal communication skills

• Proficiency in English is mandatory

• Proficiency in Chinese is a plus

• Strong interpersonal, negotiation, and relationship management capabilities

• Excellent organizational and time management skills

• Solid analytical and problem-solving abilities, with the capacity to convert data and insights into actionable recommendations

• Comfortable engaging with clients regularly via phone and other communication methods

• Proficient in Microsoft Office, especially Excel

• Experience with CRM/CMS platforms like Salesforce or HubSpot is beneficial

• Keen attention to detail and a commitment to quality

• Ability to juggle multiple tasks and adjust to shifting priorities

• Sound judgment and the ability to make effective decisions in a fast-paced environment

• Strong general computer skills

• Comfortable handling sensitive and potentially high-risk web content

• Highly self-driven, collaborative, and team-oriented

• Bachelor’s degree or higher is preferred

🏝️ Benefits

• Full-time employment