Customer Success Specialist

6 days ago

Singapore Liven Full time $104,000 - $130,878 per year

About the role

At Liven, we're redefining how hospitality brands connect with their customers across payments, rewards, and engagement. As we expand our enterprise footprint in Singapore and Malaysia, we're looking for a Customer Success Specialist to own and grow client relationships across borders.


You'll be responsible for onboarding, training, and supporting some of the region's most exciting enterprise accounts — including Shake Shack, Marrybrown, Saizeriya, Kenny Hills, and more. These partnerships are strategically critical, with expected revenue impact in the millions of dollars over the coming years.

This is a high-visibility role that sits at the heart of our customer lifecycle, ensuring successful adoption, long-term satisfaction, and measurable ROI for our enterprise partners.

What you'll do

  • Serve as the primary point of contact for assigned enterprise clients, building strong, trusted relationships by understanding each client's business model, goals, and challenges.
  • Conduct regular account and business reviews to ensure client satisfaction, retention, and growth.
  • Lead end-to-end onboarding for new enterprise accounts, including setup and configuration of Liven Insight, Liven Engage, Zeemart, Abacus POS, and Online Ordering solutions.
  • Deliver engaging training sessions (on-site and virtual) tailored to diverse client teams.
  • Create and maintain training resources, FAQs, and user guides to drive confident adoption.
  • Provide timely, empathetic, and effective support for client queries and issues.
  • Escalate technical challenges to product or engineering teams while maintaining high satisfaction scores.
  • Proactively monitor account usage to identify risks before they escalate.
  • Generate and deliver performance reports to highlight key trends, opportunities, and actions.
  • Present actionable recommendations that improve engagement, operational efficiency, and revenue growth.
  • Collaborate with Product, Sales, Marketing, and Technical Support to deliver holistic client success.
  • Provide structured client feedback to influence product roadmaps and feature development.

Qualifications

  • 2–3 years of experience in Customer Success, Account Management, or Client Services, ideally within F&B, SaaS, or hospitality tech.
  • Strong knowledge of POS systems, procurement platforms, and online ordering solutions.
  • Excellent communication and interpersonal skills, with the ability to explain complex tools in simple terms.
  • Strong analytical skills, able to interpret and present data-driven insights clearly.
  • Highly organized, with the ability to manage multiple enterprise accounts and priorities simultaneously.

Good to Have

  • Familiarity with F&B technology platforms (POS, inventory, SOK, etc.).
  • Confidence in conducting training sessions across both technical and operational topics.
  • Hands-on experience in the F&B industry or supporting hospitality clients.

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