• IT company
• Working location: Tanjong Pagar
• Working hours: 9 am to 6 pm (Monday to Friday)

Customer Success Manager

This role will be responsible for 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.

Job 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 Requirements

• 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.
• Good Teamwork with 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.
• Japanese speaking skills will be advantageous to communicate with Japanese speaking customers and Japan HQ (NOT mandatory)

Interested applicants, please send your resume to Tiffany Koh (R1104633) with email subject header "Job Application for Customer Success Manager (IT, SAAS) - TK " .

We regret that only shortlisted candidates will be notified. Other applications will be updated toour database for future job opportunities.

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Thank you for your kind understanding and co-operation.

Pasona Singapore Pte Ltd

EA LicenseNo:90C4069
R1104633
Koh Jia Wen