Customer Success Manager

About the Product

LeadManager is a premier platform in construction intelligence that supports businesses in the construction industry in locating and securing new projects. It offers up-to-date data encompassing:

• Extensive project lead information
• Market analytics and trend insights
• Access to vital contact details
• Custom notifications and tracking capabilities

Role Overview

The Customer Success Manager will be accountable for managing client portfolios to ensure high satisfaction levels and foster sustainable growth via strategic account stewardship. This role champions a culture of high achievement by implementing focused retention tactics aligned with organizational goals to meet revenue targets, drive market expansion, and deliver exceptional client experiences.

Key Responsibilities

• Apply consultative selling by deeply understanding client requirements, engaging through insightful questions, and delivering tailored solutions that align with their objectives.
• Build robust, trust-centered long-term client relationships, emphasizing customer success beyond the initial sale.
• Stay well-informed on industry trends, competitive dynamics, and customer challenges to provide relevant, value-driven insights.
• Demonstrate a track record of surpassing sales goals in related industries, navigating complex sales cycles within diverse markets.
• Exhibit resilience and persistence, maintaining motivation through setbacks and closing difficult deals.
• Lead meetings authoritatively with confidence, offering expert perspectives while maintaining professional respect.
• Challenge conventional thinking by posing probing questions and presenting alternative views to drive deeper discussions.
• Exhibit emotional intelligence by adapting communication styles to various stakeholders and managing relationships effectively.
• Focus on client retention by nurturing ongoing relationships to maximize renewal rates and growth.
• Proactively manage accounts by anticipating client needs and offering timely solutions.
• Utilize data analytics to monitor account health, identify upsell opportunities, and manage renewals, thereby enhancing customer lifetime value.
• Resolve customer issues diplomatically, managing escalations to maintain long-term trust.
• Conduct skillful negotiations aimed at mutually beneficial agreements, handling objections, and preserving product value.
• Manage subscription renewals effectively and identify opportunities for upselling and cross-selling.
• Organize workload efficiently, prioritizing high-value accounts while managing multiple stakeholders within client organizations.
• Support clients during product updates and system changes to ensure seamless adoption and continued satisfaction.
• Commit to continuous learning and personal development, embracing feedback and staying current on sales techniques and product knowledge.
• Collaborate cross-functionally with sales, marketing, product, and technical teams to align client needs with product evolution.
• Regularly report to management on account status, performance, risks, and key metrics including customer satisfaction and revenue growth.

Requirements and Qualifications

• 3 to 5 years of experience in B2B account management or sales, preferably in SaaS, technology, consulting, or solution-oriented sales.
• Proven expertise in managing relationships with mid-market to enterprise customers.
• Experience with subscription-based models involving renewals and churn management.
• Confidence interacting with C-suite executives and senior decision-makers.
• Industry experience in construction is favorable but not mandatory.
• Consistent record of exceeding revenue and retention goals through strategic planning and high sales activity.
• Strong negotiation abilities and capability to handle objections in dynamic environments.
• Knowledge of Singapore and Southeast Asian business cultures; cross-border experience in Southeast Asia and Hong Kong is advantageous.
• Fluency in English required; additional proficiency in Cantonese, Mandarin, or Bahasa Indonesia is a benefit.
• Competency in CRM systems and sales analytics with a data-driven approach to pipeline and engagement management.