EdgeHorizon

Job Title : Customer Success Manager Company Overview : We are a fast-growing SaaS company based in Singapore , delivering innovative solutions to businesses across multiple industries, including finance , healthcare , technology , and e-commerce . We are looking for a passionate and customer-focused Customer Success Manager to join our dynamic team. As a key member of our customer success division, you will be responsible for ensuring our customers achieve their desired outcomes and have a seamless experience with our product. Job Responsibilities : As a Customer Success Manager , you will be the main point of contact for our customers, ensuring they derive maximum value from our product. Your key responsibilities include: Customer Onboarding & Training : Guide new customers through the onboarding process, ensuring a smooth and efficient start with our product. Conduct training sessions, webinars, and workshops to help customers fully understand the product’s features and functionalities. Develop and maintain onboarding materials, FAQs, and guides to enhance the customer learning experience. Customer Relationship Management : Build strong, long-lasting relationships with customers, acting as a trusted advisor and advocate. Regularly check in with customers to ensure they are using the product effectively and achieving their goals. Proactively identify opportunities for customers to expand their use of the product, ensuring they are getting the most value out of it. Issue Resolution & Support : Address and resolve customer concerns, ensuring that issues are resolved in a timely and effective manner. Collaborate with the support and product teams to troubleshoot and provide solutions for more complex problems. Track and manage customer inquiries, ensuring they are logged in the CRM system and follow up on outstanding issues. Customer Retention & Advocacy : Monitor customer health and engagement metrics to identify at-risk customers and develop strategies to retain them. Work with customers to drive product adoption and usage, ensuring they realize the full value of our solution. Act as the voice of the customer, gathering feedback and insights to improve the product and service offerings. Cross-Functional Collaboration : Collaborate with the sales team to ensure smooth transitions from the sales process to customer onboarding. Work closely with the product and engineering teams to relay customer feedback and suggest improvements. Assist in the development of customer success programs and strategies, contributing to customer satisfaction and retention goals. Reporting & Analytics : Track and report on key customer success metrics, such as product adoption, usage, customer satisfaction (CSAT), and Net Promoter Score (NPS). Provide regular reports to leadership on customer health, product feedback, and potential opportunities for upselling or cross-selling. Analyze customer data to identify trends and areas for improvement in both the product and the customer experience. Qualifications : Educational Requirements : A Bachelor’s degree in Business , Marketing , Communication , or a related field. Experience : 2-3 years of experience in customer success , account management , or a similar role. Prior experience in a SaaS company or working with software products is a plus. Demonstrated experience building and nurturing long-term relationships with customers. Skills : Strong communication and presentation skills, both written and verbal. Ability to explain complex technical concepts to non-technical audiences. Proficiency in CRM tools (e.g., Salesforce , HubSpot ) and customer success platforms (e.g., Gainsight , Zendesk ). Strong problem-solving skills with the ability to handle customer issues with empathy and professionalism. Ability to multitask, manage competing priorities, and stay organized in a fast-paced environment. Personal Attributes : Passionate about customer success and committed to ensuring clients get the most value from the product. Self-motivated, proactive, and results-driven. Ability to work well both independently and in cross-functional teams. Adaptable and comfortable working in a dynamic, changing environment. Strong emotional intelligence with the ability to build rapport and trust with customers. Benefits : Competitive salary with performance-based bonuses. Comprehensive health insurance and wellness programs. Flexible working hours and the option for remote work . Opportunities for professional development and career growth. A supportive and inclusive team environment focused on collaboration and innovation. Paid time off and additional employee perks.