Customer Success Lead

2 weeks ago

Bukit Merah, Singapore BIMAGE CONSULTING PTE. LTD. Full time

We are seeking a Customer Success Lead who will be responsible for ensuring successful outcomes for our customers through effective processes, data insights, and cross-functional coordination. The role involves supporting various aspects of the customer journey—such as onboarding, engagement, and renewals—while collaborating closely with internal teams. You will monitor customer health, streamline escalations, and contribute to the continuous improvement of our knowledge base and internal workflows

**Key Responsibilities**
- Compile and maintain reports on usage, adoption, and engagement metrics.Share actionable insights with the Customer Success team to support renewals and strategic planning.
- Identify and flag renewal timelines and potential risks, providing timely updates and insights to drive a smooth renewal process.
- Help develop and refine onboarding processes and project plans, ensuring seamless transitions for new customers.
- Work with Sales, Product, and Technical Support to track progress, address bottlenecks, and optimize the onboarding experience.
- Maintain a clear record of escalations, ensuring timely follow-up and resolution.
- Coordinate with internal stakeholders (e.g., Product, Engineering, Support) to resolve issues effectively and communicate status updates to relevant parties.
- Monitor metrics like onboarding timelines, ticket resolution rates, and product usage trends to identify risks.
- Communicate findings and recommend action plans to address potential issues before they impact customer satisfaction or retention.
- Collect feedback from internal teams and identify areas where documentation or resources can be improved.
- Continuously refine standard operating procedures to reduce friction and improve efficiency across the customer journey.
- Oversee the administration of Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, ensuring timely distribution and response collection.
- Analyze feedback and share recommendations to enhance engagement strategies and improve overall satisfaction scores.

**Qualifications & Skills**
- Minimally 2 years in Customer Success, Account Coordination, or a related role.
- Ability to work with data and reporting tools.
- Experience working with different teams (Sales, Product, Support).
- Clear written and verbal communication skills.
- Comfortable improving and maintaining internal processes.

**Job Types**: Full-time, Permanent

Pay: $2,500.00 - $3,200.00 per month

**Benefits**:

- Cell phone reimbursement
- Gym membership
- Promotion to permanent employee
- Work from home

Schedule:

- Monday to Friday
- Weekend availability

Work Location: Hybrid remote in Singapore 159471

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