Customer Success Manager

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

📋 Description

• Meet Sleek’s revenue objectives in Hong Kong by renewing services for the current client portfolio.

• Enhance cash flow by facilitating upsells and upgrades.

• Provide a seamless and highly satisfactory customer experience throughout the renewal process.

• Engage in proactive customer calls and meetings to identify opportunities for upgrades and successfully close them.

• Oversee at-risk accounts through intricate save strategies, win-back initiatives, and resolution of escalations.

• Maintain a substantial volume of direct interactions with customers to resolve issues that automated systems cannot address.

• Investigate escalations and collaborate with accounting, corporate secretarial, product, and data teams to secure service renewals.

• Manage the customer portfolio and pipeline utilizing CRM and reporting tools.

• Collaborate with various teams to enhance renewal processes and the comprehensive customer experience.

• Share best practices with the broader Customer Success team and contribute to ongoing improvements.

• Engage in video interviews, a technical assessment involving a live case study and roleplay, behavioral evaluations, and reference checks.

⛳️ Requirements

• A minimum of 5 years of experience in Renewals or Customer Success management positions.

• At least 4 to 5 years of experience demonstrating a strong commercial track record in Customer Success or Sales.

• Proven history of meeting commission targets.

• Clear evidence of generating upsell or save revenue.

• Daily utilization of AI to enhance and optimize work processes.

• Experience in managing a customer pipeline with a focus on CRM hygiene, pipeline reporting, and forecasting.

• Proficient in written and spoken English.

• Ability to communicate effectively with clients in the Hong Kong market.

• Capacity to manage complex saves, win-backs, escalations, and at-risk accounts.

• Ability to collaborate cross-functionally with accounting, corporate secretarial, product, and data teams.

• Must reside in the Philippines.

• Agreement to undergo necessary background checks, which may include education verification, criminal record checks, political exposure, and assessments of bankruptcy or adverse credit history.

• Proven ownership, accountability, proactivity, receptiveness to feedback, growth mindset, prioritization skills, clear communication, data-driven decision-making, and effective handling of challenging issues.

🏝️ Benefits

• Work from home.

• Flexible start times to accommodate personal or family needs.

• Opportunity to work remotely from any location in the world for one month each year.

• Competitive salaries aligned with market standards.

• Generous paid time off and holiday allowances.

• Employee share ownership plan available for eligible staff.

• Access to both internal and external training programs.

• Responsibility and autonomy in your role.

• Professional development focused on AI through a regional center of AI excellence.

• A diverse and inclusive workplace.

• A culture centered on humility and kindness.