Customer Success Manager
Own customer accounts in Singapore, driving adoption, satisfaction, and successful delivery while translating customer insights into product improvements. The role requires 2–5 years of customer success, operations, or risk experience, strong communication, data analysis, and cross-functional collaboration.
About the job
Responsibilities
- Own assigned customer accounts as the primary contact, leading kickoffs, implementation check-ins, QBRs, escalations, adoption, satisfaction, and delivery across the customer lifecycle.
- Analyze data to uncover actionable insights, identify trends, and improve product functionality and user experience.
- Engage customers to identify needs and pain points and shape high-impact features and product improvements.
- Manage customer communications for feature launches, issue resolution, and timely updates.
- Define and prioritize product enhancements with stakeholders and translate user needs into actionable product requirements.
- Create documentation, onboarding guides, and training materials to support product adoption.
- Build customer relationships through regular check-ins and guide users in navigating key features.
- Identify process gaps and propose solutions to improve operational efficiency.
- Collaborate with engineering on product priorities, bug resolution, and timely delivery of updates.
- Monitor KPIs and make data-driven recommendations.
- Evaluate user feedback and conduct user research to improve usability and customer satisfaction.
Requirements
- Based in or willing to relocate to Singapore; relocation support is available.
- 2–5 years of experience as a Customer Success Manager or in a similar operations or risk role.
- Excellent written and verbal English communication skills.
- Proficiency with data analysis tools and techniques.
- Familiarity with product lifecycle management principles and methodologies.
- Experience working cross-functionally with product management, engineering, marketing, and customer support.
- Familiarity with project management tools and software.
- Ability to work independently, take ownership, and consistently meet deadlines.
- Willingness to travel for customer meetings or team gatherings as needed.
Preferred Skills
- Understanding of anti-fraud, anti-money laundering, or compliance domains.
- Experience in a product-focused fintech role.
- Ability to translate customer and stakeholder needs into product requirements.
- Understanding of financial data security and privacy regulations, including GDPR or PCI-DSS.
- Familiarity with risk management principles, sanctions screening, and industry-standard sanctions lists.
- Knowledge of data privacy practices for sensitive financial information.
- Familiarity with customer support systems and workflows.
- Experience implementing and optimizing KPIs.
- Awareness of trends in fintech, product management, and operational excellence.
Compensation and Benefits
- Equity from day one at a Y Combinator startup.
- Relocation support available.
- Low-bureaucracy environment with minimal meetings and asynchronous communication.
- High-performance environment focused on execution, learning, and continuous improvement.
- Opportunity to work with an experienced team, including professionals from Y Combinator, AWS, and Palantir.
Skills
Data Analysis, Product Lifecycle Management, Project Management, Customer Support Systems, Kpi Optimization, Anti-Money Laundering, Fraud Detection, Risk Management, Sanctions Screening, GDPR, Pci-Dss, Financial Data Security, Product Requirements, User Research, Fintech
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