[Hiring] Customer Success Manager @Sleek

Role Description

Mission: To achieve Sleek’s Australian revenue targets by renewing services across the existing clientele, driving cash collection through upsell and upgrades, and delivering a seamless, high-satisfaction customer experience throughout the renewal lifecycle.

• Outcomes:
  • Renewal Rate and CSAT Targets
    • Consistently achieve monthly renewal rate targets across the Australian client base
    • Maintain and improve CSAT scores, ensuring customer trust and satisfaction throughout each renew
  • Customer Investigation & Issue Resolution
    • Conduct detailed, end-to-end investigations into customer interactions with Sleek
    • Work cross-functionally with accounting, corpsec, product, and data teams to drive resolution and support seamless renewals
  • Cash Collection via Renewal, Upsell & Upgrades
    • Achieve monthly cash collection targets by driving renewals and identifying upsell and upgrade opportunities
    • Proactively identify and act on revenue expansion opportunities within the existing customer base
  • Pipeline Management & Monthly Targets
    • Maintain a thorough understanding of the book of business; manage the pipeline in a data-driven manner using CRM and reporting tools
    • Prioritise ticket resolution and proactive outreach to consistently achieve monthly KPIs
  • Cross-Functional Collaboration & Best Practice
    • Partner with accounting, corpsec, product, and data teams to improve renewal processes and the end-to-end customer experience
    • Proactively share best practices with the wider Customer Success team; contribute to a culture of continuous improvement

Qualifications

• Minimum of 8 years experience in Renewals, or Customer Success management roles
• Located in the Philippines
• Demonstrated track record of achieving renewal rate and cash collection targets in a B2B SaaS or services environment
• Experience managing a customer pipeline in a data-driven way: CRM hygiene, pipeline reporting, and forecasting
• Proven ability to work cross-functionally with product, finance, and operations teams to resolve customer issues
• Strong written and spoken English; ability to communicate clearly with Australian-market clients

Requirements

• Ownership: Reliability and trust within the team; accountability is important
• Humility: Open-mindedness to feedback and willingness to learn from others
• Structured Thinking & Target Focused: Ability to show sound judgement in complex business scenarios
• Data driven: Use sound data to support strategies and review success
• Can have tough conversations in a positive way: Build empathy, trust, and great working relationships

Benefits

• Humility and kindness: A culture of not taking ourselves too seriously and being able to laugh
• Flexibility: Work from home and the option to work fully remote from anywhere in the world for 1 month each year
• Financial benefits: Competitive market salaries, generous paid time off, and eligibility for employee share ownership plan
• Personal growth: Responsibility and autonomy, with access to training programmes and development opportunities