Customer Success Manager – SG

About Us

Volopay is a Y Combinator-backed start-up that combines, corporate cards, bill payments, approvals, expense reimbursements, and accounting automation in one single platform. We empower businesses to manage, grow and succeed with our cross-platform solution that delivers more functionality across financial operations. We are trusted by some of the top investors in the world and are being awarded as one of the most influential fintech start-ups in South East Asia.

We are seeking a dedicated and experienced Customer Success Manager to ensure exceptional service delivery to our clients. As the Customer Success Manager, you will be responsible for managing client accounts, resolving inquiries through chat, liaising with product and service providers, and building scalable processes for future customer support team members. This role requires strong leadership skills, a customer-centric approach, and the ability to effectively collaborate with internal and external stakeholders.

Key Responsibilities

• Own overall relationship with assigned clients from Singapore, which includes managing onboarding, implementation, training, increasing adoption, and high levels of customer satisfaction.
• Work in the Singapore time zone, and handle key accounts.
• Liaising with internal departments to ensure client needs are fulfilled effectively.
• Be the voice of the customer and provide internal feedback on how we can better serve them, build roadmaps, and track progress towards solving customer problems.
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.
• Stay up-to-date on product development and the latest releases.
• Conducting business reviews to ensure clients are satisfied with their products and services.
• Keeping up on trends, changes, and competitor actions that might affect the client.
• Bring in new ideas and craft approaches to delight our customers.

Skills & Requirements

• 1 to 2+ years experience as a Customer Success or SaaS environment targeting SMBs or enterprise companies.
• Significant experience in a customer-facing role. (SaaS & Fintech industry would be beneficial).
• Proactive on how to solve problems or improve processes within the company.
• Strong verbal and written communication skills, with the ability to present and communicate data & issues to senior management.
• Confidence working with ambiguity, unknown variables, and problem statements (and find ways to bridge those gaps, when necessary).
• Strong interpersonal skills and an ability to build rapport with customers.
• You have a passion for start-ups or dynamic environments.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive benefits package including your health insurance.
• Remote work flexibility with a supportive and collaborative team environment.
• Opportunities for career advancement and professional development.

Our Culture

At Volopay, you’ll thrive among passionate, talented individuals who bring their energy into everything they do. Our team’s diversity is our strength, with musicians, entrepreneurs, athletes, and more contributing their unique talents. Picture a workplace that’s not just about work, but about a shared journey. We value your independence and trust you with tasks, encouraging you to take ownership and find innovative solutions.

Our culture is rooted in:

• Ownership: We believe in freedom with responsibility. You’ll naturally take the lead and excel.
• Results: We’re doers who overcome obstacles with a can-do attitude.
• Curiosity: Curious minds thrive here. Wear multiple hats and embrace new challenges.

Join our team and lead our customer support efforts to deliver exceptional service and drive customer satisfaction. If you are a proactive problem-solver with a passion for customer success and a desire to make a meaningful impact, we want to hear from you.

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