Customer Success Manager

StaffAny’s mission is to shape and empower the future of work. As the Customer Success Manager, you ensure that our clients achieve product value and customer satisfaction, directly contributing to customer retention and account expansion.
About the Role

This role places a strong emphasis on product success alongside customer relationship management. You will be involved throughout the customer lifecycle, from onboarding and adoption to renewal.

A huge part of the role also includes being the voice of the customer, collecting, analyzing and presenting customer feedback to steer product direction and improve user experience.

You Are

• 2+ years of experience in Customer Success, driving onboarding, adoption and renewals, ideally in a B2B SaaS environment
• Highly proficient in written and spoken English and Chinese
• Strong ownership and accountability, able to follow through on commitments and close the loop with customers and internal teams
• Ability to demonstrate diplomacy, empathy, and problem solving skills while working through tough customer issues
• Interested in contributing to product discovery and research
• Bonus if you have an HR, Payroll, or HRIS background, and have an understanding of Singapore payroll regulations
• Bonus if you have Excel proficiency and are comfortable using technology and AI tools to investigate problems, analyse data and improve workflow

You Will Find Yourself

• Own customer success across the entire lifecycle, driving successful onboarding, adoption, growth and renewal.
• Onboard customers by agreeing on success plans, delivering training and driving adoption, including group training where appropriate.
• Own customer escalations and coordinate with Support, Product and Engineering to restore customers’ path to success, following through and closing the loop.
• Track product usage and customer health, identify churn risks early, and drive recovery plans and successful renewals.
• Collaborate across Sales, Product, Engineering and Support to set customers up for success.
• Act as the voice of our customers (VOC), conveying needs and issues internally across departments
• Document customer interactions and success stories, and make them referenceable.

Success Indicators

• % of assigned customers successfully onboarded within 3 months
• % of assigned customers maintaining healthy account status
• % of assigned customers successfully renewed

The Offer

• Growth opportunities within a 12–24 month window
• Be part of a fast-paced growth environment and work together with a passionate and driven bunch of do-ers

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