Customer Success Manager

About the Product

LeadManager is a leading construction intelligence solution designed to help companies in the construction industry discover and secure new business. It gives users timely access to project intelligence, market insights, decision-maker contacts, and tracking tools so they can stay ahead of competitors and act on new opportunities faster.

• Project lead intelligence: Get early visibility into construction opportunities at different stages.
• Market insights and analytics: Use data to spot trends, sharpen strategy, and identify growth paths.
• Decision-maker contacts: Reach developers, architects, contractors, suppliers, and other key stakeholders.
• Custom alerts and monitoring: Automate updates to follow project changes and client activity.

Role Overview

The Customer Success Manager will own client relationships, focus on account health and retention, and help drive long-term revenue growth. The role blends consultative selling, strategic account management, renewal ownership, upsell identification, and proactive client support. Success in this position means creating exceptional customer experiences while contributing to market expansion and revenue goals.

Key Responsibilities

• Manage a portfolio of client accounts and ensure strong satisfaction throughout the customer lifecycle.
• Build retention strategies that support group objectives, renewals, and sustainable revenue growth.
• Use a consultative approach to understand customer needs and recommend tailored solutions.
• Develop trusted, long-term relationships with clients rather than focusing only on short-term wins.
• Apply industry awareness and market understanding to position the product effectively.
• Drive results by exceeding sales, renewal, and performance targets.
• Handle complex sales and account cycles across local and regional markets.
• Lead meetings confidently, influence stakeholders, and challenge assumptions when needed.
• Monitor client health, usage trends, KPIs, and account risks to spot upsell or renewal opportunities.
• Manage escalations, resolve issues tactfully, and maintain trust during challenging situations.
• Negotiate commercial terms and renewal agreements that protect value while meeting client needs.
• Coordinate with sales, marketing, product, and technical teams to address customer requirements.
• Share structured account updates, risks, and performance reports with management.
• Contribute customer feedback and market insights to help improve the product.
• Support clients through product updates, new features, and change management.

Candidate Profile

• You bring a problem-solving, customer-first approach and can recommend the right solution with confidence.
• You are strong at relationship building, client retention, and proactive account management.
• You have a history of exceeding targets and performing consistently in competitive environments.
• You stay resilient under pressure, handle rejection well, and keep moving toward results.
• You can engage senior stakeholders and C-suite leaders with professionalism and authority.
• You combine emotional intelligence with the ability to ask tough questions and guide discussions effectively.
• You are comfortable using data to assess account performance, renewals, and expansion potential.
• You can manage multiple stakeholders, priorities, and deadlines across a portfolio of accounts.
• You are open to continuous learning, feedback, and adapting in a fast-moving SaaS environment.

Experience and Skills

• 3 to 5 years of B2B account management or sales experience in SaaS, technology, consulting, or solution-based sales.
• Experience working with mid-market or enterprise clients is preferred.
• Background in subscription-based business models, including renewals, upsells, and churn reduction, is important.
• Strong negotiation ability and confidence in closing deals in fast-paced settings.
• Experience managing renewal processes with multiple stakeholders is required.
• Good knowledge of Singapore and Southeast Asia business culture is expected.
• Cross-border experience across Southeast Asia and Hong Kong is beneficial but not mandatory.
• English fluency is required.
• Additional language ability in Cantonese, Mandarin, or Bahasa Indonesia is an advantage.
• Familiarity with CRM systems and sales analytics tools is needed.
• A data-led approach to pipeline management, conversion tracking, and client engagement is preferred.

Additional Notes

Experience in the construction sector is helpful, though it is not a strict requirement. The role calls for someone who can work independently, influence stakeholders, and contribute to account growth through strategic thinking and disciplined execution.