Customer Service Manager
On-site · Singapore, Singapore
Job Summary
Lead a Customer Success team to drive onboarding, adoption, retention, and upsell opportunities for key accounts. Oversees a team of Customer Success Managers, defines scalable customer success frameworks, partners with delivery teams to align client needs with company goals, and reports on customer success metrics to senior leadership. Focus areas include building executive-level client relationships, reducing churn, renewing contracts, driving customer satisfaction scores, and leveraging data-driven insights to inform service improvements and identify upsell opportunities.
Required Qualifications
- Bachelor’s degree in IT, Business, or related field
- 5+ years of experience in customer success, account management, or IT consulting
- at least 2 years in a leadership role
- Strong understanding of managed services, End User Computing solutions and financial P&L concepts
- Proven track record of managing teams and driving customer retention
- Excellent communication, negotiation, and stakeholder management skills
- Proficiency with Excel, CRM and ITSM platforms
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