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Jobs or company...

Customer Success Manager

Salary undisclosed

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Staple is a Singapore-based AI company with subsidiaries in Asia. Staple is helping to build the future of work by developing technology to interpret, extract, process, and reconcile data workflows across structured, semi-structured, and unstructured sources.

Staple’s primary product offers to interpret and extract data from documents and then reconcile this data between sources without the need for templates. Since incorporating in 2018, Staple has been backed by multiple venture capital funds and has regularly won awards. Our customers represent some of the largest global multinationals, and some of the largest financial institutions worldwide.

As our client base grows, we are looking to onboard more talented individuals to join our elite team.

Description

The Customer Success Manager at Staple AI will play a pivotal role in ensuring client satisfaction, retention, and expansion. You will act as a trusted advisor, bridging the gap between clients and our technical teams to deliver outstanding value through our AI-powered solutions. Your objective is to foster strong, long-term relationships that not only drive revenue growth but also position Staple AI as an indispensable partner in our clients’ digital transformation journeys.

This is a remote position based in Malaysia or Indonesia, with requirements to travel up to 20% of the time.

Key Responsibilities

  • Manage and grow relationships with key clients across various sectors, ensuring satisfaction and retention.
  • Act as the primary point of contact between clients and internal teams, advocating for client needs and ensuring seamless delivery of services.
  • Partner with the Customer Support teams to resolve issues efficiently and enhance the overall customer experience.
  • Identify opportunities to upsell and cross-sell Staple AI’s products and services to existing clients.
  • Work closely with the product and technical teams to understand client requirements and deliver tailored solutions.
  • Prepare and present detailed performance reports, project updates, and ROI assessments to clients and stakeholders.
  • Handle contract renewals, negotiations, and support in resolving client issues proactively.
  • Participate in client meetings, presentations, and strategic discussions to support business growth.

Other Responsibilities

  • Work closely with the Marketing team to provide insights into customer needs and trends, supporting targeted marketing campaigns and content creation.
  • Support the Product team by providing feedback from clients, helping refine product features and identify new opportunities for innovation.
  • Assist in the development of training and onboarding programs for new clients to ensure they maximize the benefits of Staple AI’s solutions.
  • Collaborate with the Sales and Marketing team to provide onsite and/or remote support for marketing campaigns and activities.
  • Participate in industry events, conferences, and workshops to promote Staple AI and stay updated on market trends and client needs.
  • Keep CRM up-to-date on a regular basis according to the requirements of the company.

"Must have" attributes

  • Past experience working within a B2B software business development or sales team
  • Excellent organizational skills and self-starter in planning your own work
  • A proven track record of working under pressure and meeting targets and deadlines
  • Organised and proactive in identifying problems, and formulating options for solutions
  • Willingness to go the extra “mile” to help customers and colleagues
  • Excellent communication and listening skills in English, and Bahasa (Melayu or Indonesia).

"Great to have" experience

  • Prior experience working in the AI, SaaS, or technology industry, with a strong understanding of AI, LLM, data workflows and automation.
  • Demonstrate excellent understanding of Finance and Accounting, with a focus on accounts payable and accounts receivable processes.
  • A track record of successful account management in regional markets across Asia.
  • Experience in managing large enterprise accounts and handling complex projects involving multiple stakeholders.
  • Knowledge of contract negotiations, client retention strategies, and business development approaches.

Benefits & Perks

  • Opportunity to work in one of the most innovative tech companies in Asia, with research and development in the latest innovations in AI technology.
  • Opportunity to grow in a high-growth company
  • Eligibility for stock options
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