Customer Success Manager

1 week ago

Singapore BLUESHEETS PTE. LTD. Full time

**About fileAI**

fileAI leverages proprietary AI to process any file end-to-end directly into any system without manual intervention. By streamlining repetitive workflows, fileAI enables your team to focus on higher-value tasks and boost productivity.

**About the role**

We are seeking an experienced and proactive Customer Success Manager to join our growing team. As a Customer Success Manager, you will be responsible for driving the success and retention of our enterprise clients by building strong relationships, understanding their business needs, and ensuring they derive maximum value from our SaaS platform. This position offers an exciting opportunity to work with leading organisations, drive customer satisfaction, and contribute to the growth and success of our company.

This role will be based in Singapore where you’ll work directly alongside our founders and leadership team to grow our business globally. This is the perfect role for someone who is eager to bring immediate impact and shape our global sales organisation.

**How you’ll contribute**
- Serve as the primary point of contact and trusted advisor for a portfolio of clients, developing an understanding of their business objectives, challenges, and opportunities to their fileAI automation strategy.
- Work collaboratively with our Solutions team to guide new customers through the onboarding process, ensuring a smooth and successful implementation of our products/services.
- Provide training and support individually and at scale to help customers get up to speed and maximise their usage and adoption.
- Create and maintain account risk/growth plans, and proactively conduct regular check-ins with customers to build relationships, gather feedback, address questions or concerns, and ensure satisfaction.
- Identify opportunities for upsell and cross-sell based on customer needs and usage patterns.
- Handle any customer escalation using the appropriate swimlanes to deliver the best outcomes for our customers and the fileAI business.
- Monitor and track customer success metrics, such as product usage, engagement, and satisfaction.Support the renewal process for existing customers, ensuring a seamless and positive experience.Work with our product marketing and customer support teams to build up our repository of product education resources, organise small customer group webinars to share new features and spur best practice sharing.

**Who you are**
- Experience in customer success, account management, or related roles in the SaaS or technology industry is a must.
- Familiarity with SaaS business models, subscription-based pricing, and key metrics such as ARR, MRR, and churn.
- Proven track record of managing enterprise client relationships, driving customer satisfaction, and achieving retention and expansion targets.
- Strong communication and interpersonal skills, with the ability to build rapport, influence stakeholders, and navigate complex organisational structures.
- Strategic mindset, with the ability to understand client business objectives and develop tailored strategies to drive success and value realisation.

**Perks & Culture**
- Competitive salary and performance-based incentives.
- Health insurance, lunch perks, uncapped leave.
- Dynamic and collaborative work environment.Grow & learn with a fast-growing organisation.

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