Customer Success Manager

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

📋 Description

• Meet Sleek’s Australian revenue goals by renewing services for our existing clients.

• Enhance cash collection by promoting upsell and upgrade opportunities.

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

• Reach monthly renewal rate objectives across the Australian client portfolio.

• Sustain and elevate CSAT scores, ensuring customer trust and satisfaction during each renewal.

• Conduct thorough reviews of customer interactions with Sleek.

• Collaborate across departments, including accounting, corporate, product, and data teams, to ensure smooth resolutions and support effective renewals.

• Meet monthly cash collection goals by driving renewals and identifying upsell and upgrade prospects.

• Maintain a comprehensive understanding of the business portfolio; manage the pipeline using a data-driven approach.

• Prioritize ticket resolution and proactive outreach to consistently meet monthly KPIs.

• Collaborate with cross-functional teams to enhance renewal processes and improve the customer experience.

• Share best practices proactively with the broader Customer Success team.

⛳️ Requirements

• At least 8 years of experience in Renewals or Customer Success management roles.

• Proven history of meeting renewal rate and cash collection targets within a B2B SaaS or services environment.

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

• Demonstrated ability to collaborate with product, finance, and operations teams to address customer issues.

• Strong proficiency in written and spoken English, with the ability to communicate effectively with Australian-market clients.

• Behavioral fit: Ownership, Humility, Structured Thinking & Target Focused, Data-driven, and the capacity to engage in constructive conversations.

🏝️ Benefits

• Humility and kindness: We prioritize humility as a core value, fostering a culture that embraces humor and approachability. Kindness is essential, and we are dedicated to creating and maintaining a diverse and inclusive atmosphere.

• Flexibility: You’ll have the option to work from home. If you need to adjust your start time to accommodate family or other commitments, we are supportive, provided you fulfill your work responsibilities and communicate proactively. Additionally, you can work fully remote 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 may also qualify for our employee share ownership plan, allowing them to benefit from our remarkable growth as we aim to list on a prominent stock exchange in the Asia Pacific region.

• Personal growth: At Sleek, you will have significant responsibility and autonomy. We operate at a rapid pace, enabling you to make decisions, learn from mistakes, and grow. We also provide a variety of internal and external training programs. As pioneers in utilizing AI within our industry, we are developing a regional center of AI excellence. Our goal is for you to leave Sleek as a more well-rounded individual and professional.

• Sleek is proudly certified as a B Corp. Since our inception in 2017, we have been dedicated to building Sleek as a force for good, joining a community of industry leaders like Patagonia, Ben & Jerry's, and P&G in promoting an inclusive, equitable, and regenerative economy.