Customer Success Assistant Manager (B2B SaaS)

Introduction to GoNetZero™

GoNetZero™ empowers clients worldwide to achieve their net-zero goals. As a global decarbonisation solution provider, it offers comprehensive end-to-end solutions through its digital platform and verified environmental attributes (EAs), including Renewable Energy Certificates and carbon credits. It is the carbon management business of Sembcorp Industries, a Singapore Stock Exchange-listed company.

GoNetZero™’s suite of digital solutions includes Measure – which enables clients to begin their net-zero journey by assessing their organisations’ emissions; Manage – which allows clients to view, manage, and retire their EAs portfolio seamlessly on a single platform; and Perform – which helps clients maximise the output and lifespan of their renewable energy assets across multiple sites on a single dashboard. Additionally, GoNetZero™ provides custom solutions tailored to clients’ decarbonisation needs.

We are seeking an experienced Customer Success Manager to lead our customer success intiatives. This role requires a unique blend of technical expertise, leadership skills, and a deep understanding of customer relationship management. The ideal candidate will be responsible for ensuring the success of our customers by providing exceptional technical support, guidance, and relationship management.

Key Responsibilities

1. Strategic Customer Management: Develop and implement strategies for account management to maximize customer satisfaction, retention, contract renewal and growth.
2. Advanced Technical Support: Serve as the primary point of contact for high-level technical inquiries, working with Product & Digital teams to troubleshoot complex issues, and ensuring timely resolution.
3. Customer Advocacy: Build strong relationships with key customers, acting as their advocate within the organization to ensure their needs and expectations are met. Work with Product team as customer advocate.
4. Product Expertise and Feedback: Act as an expert on our products, providing insights to customers, and channeling customer feedback to the product team for enhancements.
5. Performance Metrics: Define and monitor key performance indicators for customer success, including customer engagement, satisfaction, retention rates, and overall customer health scores.
6. Cross-functional Collaboration: Collaborate closely with sales, product and digital teams to align customer goals, product improvements, and business strategies.
7. Training and Education: Develop comprehensive training materials and programs for customers, enhancing their understanding and use of our products.
8. Account Growth: Identify opportunities for account expansion and collaborate with sales teams to ensure growth attainment.

Requirements

• Bachelor’s or Master’s degree in a technical field, such as Computer Science, IT, Engineering, or a related area.
• 5 years of experience in a customer success role in a technical or SaaS environment.
• Proven track record of implementing customer success strategies that have increased customer satisfaction and retention.
• Strong technical acumen with the ability to translate complex technical concepts and challenges into actionable plans.
• Exceptional communication, interpersonal, and relationship-building skills.
• Strong analytical and problem-solving abilities, coupled with an organized and proactive nature.
• Experience with CRM and customer success software platforms.
• Mandarin speaking is a plus as the business is engaging with mandarin speaking clients.

At Sembcorp, our shared corporate behaviours underpin all the work that we do in building a sustainable future:

• Institution-first Mindset - Put the interest of the Group ahead of individual interests.
• Collaboration - Deliver through collaborating across markets, businesses and functions.
• Accountability - Hold team and self-accountable to deliver on our commitments.

This is a 100% in-office position. The successful candidate must be available to work from our corporate office during regular business hours.