Customer Success Manager

5 days ago


Singapore DC BYTE ASIA PTE. LTD. Full time

**Job Overview**:
As the Customer Success Manager at DC Byte's APAC hub office in Singapore, you will be responsible for maximising the value of the service we provide to our customers. You will be responsible for working with the other CSMs to implement and improve the customer success role within the APAC region. You will work with the Senior Leadership Team and the CSM team members to refine processes, strategies, and frameworks to ensure our clients receive maximum value from our subscription solutions and our bespoke consultancy offerings.

DC Byte is predominantly a subscription-based business, with a relatively small number (around 100) of high value customers, so every customer is very important to us. The CSM APAC role is pivotal in solidifying long-term relationships with our clients, and will require strong leadership, strategic planning, and hands-on execution.

**Key Responsibilities**:
1. **Implement and refine the Customer Success Division in APAC**:

- Using the processes established in our London office, to implement a comprehensive customer success strategy that aligns with DC Byte's business objectives.
- Establish customer success processes in region, including onboarding, training, support, renewals and ongoing account management.
- Work with sales, research, operations, and product team to ensure alignment across divisions

2. **Customer Onboarding and Engagement**:

- Execute and improve onboarding programs to ensure customers successfully integrate and utilise DC Byte's solutions.
- Proactively engage with customers to understand their needs, goals, and challenges, ensuring they derive maximum value from our offerings.
- Conduct regular check-ins, reviews, and health assessments to maintain strong client relationships.
- Seek to expand the use of DC Byte’s services across as many of a customer’s teams and roles as possible
- Seek to increase the number of areas within existing teams that we are able to provide value-add support

3. **Process Optimization**:

- Work with CSM team members to identify and propagate best practices for customer success operations across the group, focusing on scalability and efficiency.
- Keep and improve standardised documentation, resources, and communication templates to support customer interactions.
- Working with the CSM team members across the group, to continuously evaluate and refine customer success processes based on feedback and performance metrics.

4. **Client Retention and Growth**:

- Monitor customer satisfaction and address any issues or concerns promptly to ensure high levels of customer retention.
- Identify opportunities for upselling and cross-selling additional services or solutions.
- Collaborate with the sales and product teams to align on customer needs and product development priorities.
- Build and maintain positive relationships among our customers, including key decision makers, influencers and power users.
- Hold regular in-person meetings with customers to help understand improving our value-driven approach to CS.

5. **Data-Driven Decision Making**:

- Ensure that all relevant CSM data is captured within ChurnZero and HubSpot environments and maintain accurate records at all times.
- Analyse customer data to identify trends, pain points, and opportunities for improvement.
- Provide regular reports and insights to senior management on customer success metrics and overall client satisfaction.

6. **Advocate for the Customer**:

- Act as the voice of the customer within DC Byte, providing feedback and recommendations to enhance our products and services.
- Work closely with the Product Manager to understand how our service aligns with the customers’ needs, and where we can improve it, and communicate what improvements we are undertaking based on feedback.



  • Singapore Autodesk Full time

    Position Overview Job Requisition ID #24WD78199NOTE: This is NOT an open position. Please submit your CV here for future consideration. Role: Customer Success Manager Autodesk Construction Solutions (ACS) is looking for a Customer Success Manager to retain and expand our construction customers. The Customer Success Manager enables the adoption of our cloud...


  • Singapore GMP Group Full time

    **Customer Success Manager (Technical Account Management, SaaS, Up-selling and Cross-selling)** On behalf of our established Client is an emerging Global leader in the $100B+ cloud **Communications Platform as a Service (CPaaS)**, we are sourcing for a **Customer Success Manager**. The **Success Manager** will be responsible for fostering lasting...


  • Singapore GYROGEAR PTE. LTD. Full time

    **Customer Success Manager** **Award-winning medical device startup (GyroGear.co**) has an opening for a skilled **Customer Success Manager**based in Malaysia. We are developing intelligent wearable devices to stabilise hand tremors for 200 million people globally. As a **Customer Success Manager**, you will play a **critical role in ensuring that our...


  • Singapore LSEG Full time

    Join to apply for the Customer Success Manager role at LSEG Join to apply for the Customer Success Manager role at LSEG Get AI-powered advice on this job and more exclusive features. This role is comprised of relationship management, client education and deep expertise of trading and application workflows. You will lead a portfolio of accounts, with...


  • Singapore DIGIFY PTE. LTD. Full time

    As a Customer Success Manager at Digify, you will play a key role in onboarding, engaging, growing, and retaining customers. This dynamic role involves demonstrating our product, educating customers to drive adoption, nurturing them for expansion opportunities and retaining the customers satisfaction. Your primary focus will be on accelerating time-to-value,...


  • Singapore Cellebrite Full time

    **About The Position**: **Company Overview**: **About the role**: We are seeking a dedicated and experienced Customer Success Manager to join our team in Singapore. The Customer Success Manager will strengthen key customer relationships by driving solution adoption and ensuring the success of Cellebrite’s largest existing and new customers. This role will...


  • Singapore ASPIRE GLOBAL NETWORK PTE. LTD. Full time

    Customer Success Manager About Us My client empowers B2B marketers to connect with the right buyers at the right time through powerful audience insights, omni-channel digital activation, and actionable analytics - all backed by expert customer service at every step.The RoleWe're looking for an Customer Success Manager to join our growing Global Customer...


  • Singapore RED DOT APPS PTE. LTD. Full time

    **Customer Relationship Management**:Develop and maintain strong, positive relationships with customers, acting as the main point of contact. Regularly engage with customers to understand their goals, challenges, and expectations. Proactively address customer concerns and provide timely resolutions. - **Onboarding and Training**:Guide customers through the...


  • Singapore DDOG SINGAPORE PTE. LTD. Full time

    We’re looking for a Manager, Customer Success to hire, coach, and manage a team of Customer Success Managers. Your team is responsible for the customer relationship, renewals, and growth across our existing customer base. This is an opportunity to join a company that’s a leader in the space, and contribute impactful work. - At Datadog, we place value in...


  • Singapore Aspire Full time

    Customer Success Manager Based in Singapore About Us We help B2B marketers reach the right buyers at the right time through audience insights, omni-channel digital activation, and actionable analytics-all supported by expert customer service at every stage. The Role We're seeking an Customer Success Manager to join our newly established Global Customer...