Customer Success Manager

6 days ago

Singapore OCTOMATE STAFFING PTE. LTD. Full time

The **Customer Success (GTM)**Manager**plays a strategic role in driving customer adoption, satisfaction, and growth across the fintech product portfolio. This role bridges the gap between sales, product, and operations, ensuring customers achieve measurable success and long-term value from the company’s financial technology solutions.

**Key Responsibilities**:
**Customer Onboarding & Engagement**:

- Lead end-to-end onboarding for new customers, ensuring seamless setup and product adoption.
- Conduct training sessions, demos, and walkthroughs tailored to customer needs and business objectives.
- Serve as the primary point of contact post-sales, building trusted advisory relationships with key stakeholders.

**Account Growth & Retention**:

- Drive account expansion through upselling and cross-selling of additional fintech solutions and services.
- Monitor account health, usage trends, and satisfaction scores to identify renewal or churn risks early.
- Collaborate closely with the Sales and Product teams to develop strategies that improve retention and lifetime value.

**Operational Excellence**:

- Track KPIs such as NPS, churn rate, adoption rate, and time-to-value to measure success.
- Maintain CRM and success tools (e.g., HubSpot, Gainsight, Salesforce) for accurate customer data and activity tracking.
- Collaborate with cross-functional teams to resolve escalations and ensure a consistent customer experience.

**Customer Insights & Product Feedback**:

- Act as the voice of the customer, providing structured feedback to product and engineering teams.
- Identify opportunities for process and product enhancements that improve customer outcomes.
- Support product launches and GTM initiatives by preparing customer enablement materials and communications.

**Requirements**:

- Bachelor’s degree in **Business, Marketing, Finance, or Technology-related**field.
- **5-7 years**of experience in customer success, account management, or GTM roles, ideally in a **fintech or SaaS**environment.
- Strong understanding of **financial systems, payments, or digital banking products.**:

- Proven track record in **retention, upselling, and cross-functional collaboration.**:

- Excellent communication, stakeholder management, and analytical skills.
- Proficiency with CRM, analytics, and customer success tools (e.g., Salesforce, Gainsight, HubSpot, Looker).

**Please note: This is a client role managed by Octomate Staffing Pte Ltd.**

**Recruitment services are provided by: Octomate Staffing Pte Ltd**

**Hans Li**

**R1215346**

**EA license 23C1980

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