Customer Success - Singapore Clients - Remote

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 600 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 Asia Pacific. 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, along with CSAT targets • Conduct detailed investigations into the customer’s end-to-end interactions with Sleek, working cross-functionally with relevant departments to drive resolution. Ensure a high level of customer satisfaction that supports trust, retention, and a seamless renewal. • Achieve cash collection targets on a monthly basis through renewal, upsell and upgrades. • 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, Account Management or Customer Success, in role carrying sales target and customer facing abilitiesand you will be located in the Singapore or in the Philippines. Must Haves: • Experience working with SMEs, startups, fast paced setups in Singapore market • 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/escalations • 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. Strong language proficiency in English is required 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. One Way Video Interview / Screening call with TA Selected candidates will be invited to complete a short, one-way video interview. Depending on the results, candidates may then progress to a ~30-minute screening call with a member of our Talent Acquisition team to explore their experience and discuss the role in more detail. Technical round A ~60-minute session with the Hiring Manager, including a live case study and roleplay—acting as if you’re already in the role—to test your role fitment. They will also discuss your last 1–2 roles to explore your background in more detail. Behavioural fit assessment A ~45 minute chat with a member of the leadership team, where they will dive into some of your recent work situations to understand how you think and work. Reference verification Prior to final offer confirmation, we will conduct one professional reference check with your recent direct manager or supervisor. To keep the process moving smoothly, this step may be initiated during the final interview stages. Requirement for background screen