Customer Success Manager

Through proprietary software and AI along with a focus on customer delight Sleek makes the back-office easy for micro SMEs We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers With a surging number of Entrepreneurs globally we are innovating in a highly lucrative space We operate 3 business segments Corporate Secretary Automating the company incorporation secretarial filing Nominee Director mailroom and immigration processes via custom online robots and SleekSign We are the market leaders in Singapore with 5 market share of all new business incorporations Accounting Bookkeeping Redefining what it means to do Accounting Bookkeeping Tax and Payroll thanks to our proprietary SleekBooks ledger AI tools and exceptional customer service FinTech payments Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses Sleek launched in 2017 and now has around 15 000 customers across our offices in Singapore Hong Kong Australia and the UK We have around 500 staff with an intact startup mindset We have recently raised Series B financing off the back of 70 compound annual growth in Revenue over the last 5 years Sleek has been recognised by The Financial Times The Straits Times Forbes and LinkedIn as one of the fastest growing companies in Asia Backed by world-class investors we are on track to be one of the few cash flow positive tech-enabled unicorns based out of Singapore Requirements We are looking for Customer Success - Renewals person who is excited about the below Mission and Outcome Mission The main mission is to help Sleek achieve its revenue target by renewing all services in our existing clientele We are looking for a customer focused sales and data driven customer success person to join the team and contribute to Sleek s growth Outcomes Achieve renewal rate targets on a monthly basis Be able to deliver customer satisfaction at the highest level Achieve cash collection targets on a monthly basis Have a good understanding of own pipeline track it in a data driven manner prioritise ticket resolution to drive monthly targets Collaborate with cross functional teams accounting corpsec product data to improve renewal processes share best practices with team and also be proactive in nature To do this you will have a minimum of 8 years experience as Sales Accounting or Customer Success Manager and you will most likely be located in India Required Experience Experience working with SMEs startups fast paced setups Exposure to different culture because Sleek clients are from all over the world Ability to resolve issues by collaborating internally and externally Familiar with tableau zendesk husbpot Experience handling complex customers and trouble shooting Proactive to take up new projects to completion Behavioural fit is also important at Sleek and we will be looking for candidates that have a proven track record of embodying the below attributes in their recent roles Sales Driven Ownership This shows reliability and helps build trust within the sales team We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise Accountability is really important to us Humility There is so much we don t know Humility allows for open-mindedness to feedback and a willingness to learn from others It paves the way for collaboration and creates a positive work environment It is a key ingredient of self awareness and emotional intelligence Structured Thinking Target Focused Our business is complex with many layers many services many countries many cultures Regardless of whether you re more analytical or creative in nature keeping in view our business goals and being able to show sound judgement is important to us It ensures solutions are pragmatic and balance the needs of the organisation team and customers Data driven We are a data rich business with 15 000 small customers Each decision we make can impact many more people than we realise - so it s critical that we use sound data to support our strategies and review the success of our initiatives Can have tough conversations in a positive way It s not a matter of if but when difficult interpersonal situations arise Disagreement conflict and disappointment are a given in a fast moving business where people care about their work People that proactively have tough conversations with kindness build empathy trust and great working relationships Excellent listener and clear communicator We have a variety of nationalities and for many people English isn t their first language For you to excel you ll need to be present in your calls and make sure you properly receive and thoughtfully send messages to others in the business Customer-centric You always act with the best interest of the customer in mind and empathize with their situation to find the best solution for them and for Sleek Problem Solving You ll need to be able to think on your feet as this role requires you to identify diagnose and resolve production issues quickly reducing downtime You will leverage your strong infrastructure and development skills in post-incident reviews to find the underlying cause of failures and prevent future incidents Collaboration-Driven You thrive in a cross-functional team environment working closely with developers product managers and operations teams to ensure alignment on requirements and testing goals You communicate effectively advocate for quality throughout the development process and proactively address potential issues before they arise fostering a culture of shared responsibility for delivering exceptional software Autonomous Entrepreneurial Things move fast at Sleek and we are not a hierarchical organisation We want the candidate to proactively seek out and own solutions without waiting for their manager to ask them We want the candidate to have the confidence to execute solutions on their own and the experience to know when to ask questions The interview process The successful candidate will participate in the below interview stages We anticipate the process to last no more than 3 weeks from start to finish Whether the interviews are held over video call or in person will depend on your location and the role HR Introductory call A 30 minute chat with a member of the HR Team to understand your skills and experience Career deep dive A 60 minute chat with the Hiring Manager They ll discuss your last 1-2 roles to understand your experience in more detail Behavioural fit assessment A 60 minute chat with a member of the HR or leadership team where they will dive into some of your recent work situations to understand how you think and work Offer reference interviews We ll make a non-binding offer verbally or over email followed by a couple of short phone or video calls with references that you provide to us Requirement for background screening Please be aware that Sleek is a regulated entity and as such is required to perform different levels of background checks on staff depending on their role This may include using external vendors to verify the below Your education Any criminal history Any political exposure Any bankruptcy or adverse credit history We will ask for your consent before conducting these checks Depending on your role at Sleek an adverse result on one of these checks may prohibit you from passing probation By submitting a job application you confirm that you have read and agree to our Data Privacy Statement for Candidates found at sleek com Benefits Some other great things about working at Sleek Humility and kindness Humility is a core attribute we hire for which means we have a culture of not taking ourselves too seriously and being able to laugh Kindness is also incredibly important We are committed to creating and nurturing a diverse and inclusive environment Flexibility This position will be fully remote If you need to start early or start late to cater to your family or other needs we don t mind so long as you get your work done and proactively communicate You can also work fully remote from anywhere in the world for 1 month each year Financial benefits We pay competitive market salaries and provide staff with generous paid time off and holiday schedules Certain staff at Sleek are also eligible for our employee share ownership plan and can share in the upside of our stellar growth trajectory as we work toward listing on a prominent stock exchange in the Asia Pacific region Personal growth You ll get a lot of responsibility and autonomy at Sleek - we move at a fast pace so you ll be making decisions making mistakes and learning There s also a range of internal and external facing training programmes we run We re also at the forefront of utilising AI in our space and are developing a regional centre of AI excellence It is our intention that if you leave Sleek you leave as a more well-rounded person and professional Sleek is also a proudly certified B Corp Since we started our journey in 2017 we ve been committed to building Sleek as a force for good In just over 5 years we ve joined a community of industry leaders like Patagonia Ben Jerry s and P G who are building an inclusive equitable and a regenerative economy We have planted over 29 271 trees to reforest our ecosystem and saved 7 tons of paper from landfills by processing over 1 4M pages through SleekSign We aim to be Carbon Neutral by 2030