Customer Success Manager (B2B, IT / SaaS Industry)

Job Description :
Strategic Customer Success Manager driving global growth and HQ alignment.

Job Purpose
This role owns the full customer lifecycle — from onboarding through adoption, expansion, and renewal. You will work with a diverse, international customer base and partner closely with stakeholders across regions to ensure they achieve meaningful business outcomes with The Company.

Duties and Responsibilities
-Manage the end-to-end customer lifecycle for Global accounts, including onboarding, adoption, growth, and renewal (including churn prevention).
-Lead onboarding initiatives to ensure customers are set up effectively with clear success criteria and timelines.
-Build and maintain strong relationships with stakeholders across different regions and time zones.
-Act as a trusted advisor, guiding customers on best practices and helping them realize measurable business value.
-Monitor customer health and usage trends, proactively identifying risks and opportunities.
-Conduct regular business reviews to align on objectives, share insights, and drive continuous improvement.
-Identify expansion opportunities within accounts and collaborate with Sales and other Account Managers.
-Own renewal planning and execution to maintain strong retention rates.
-Collect customer feedback and provide structured insights to internal teams to improve product and service delivery.
-Support the development of case studies and share best practices to strengthen overall customer success efforts.

Job Requirement

・Strong communication skills, with the ability to engage stakeholders across different cultures and regions.
・Comfortable working across time zones to support global customers.
・Proactive, accountable, and able to manage multiple accounts independently.
・Teamwork makes the dream work: The organization is still small and proactive approaches in taking initiatives and supporting other teams is our team's culture
・4–7 years of experience in B2B consulting, customer success, account management, or related roles.
・Post-sales experience in the IT or SaaS industry.
・Experience working with corporate clients, ideally in solution-based environments.
・Familiarity with tools such as Salesforce, Gainsight, or similar customer management systems.
・Experience managing global or multi-regional accounts.
・Experience in cloud or SaaS companies.
・Technical support or IT consulting experience, especially with enterprise customers.

Interested applicants pls send in a copy of your resume with your current, expected salaries and availability in Microsoft Word format to Low See Wei (R1551122) for immediate processing.

Kindly indicate in your email subject title as "Job Application for 20110 Customer Success Manager (B2B, IT / SaaS Industry) SW228"

Only shortlisted candidates will be notified, other applications will be updated to our database for future job opportunities

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