Customer Success - Australia Clients - Remote
Through proprietary software and AI, along with a focus on customer delight, Sleek makes the back-office easy for micro SMEs.
We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space.
We operate 3 business segments:
Corporate Secretary: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and Sleek Sign. We are the market leaders in Singapore with ~5% market share of all new business incorporations
Accounting & Bookkeeping: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary Sleek Books ledger, AI tools and exceptional customer service
FinTech payments: Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses
Sleek launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK. We have around 500 staff with an intact startup mindset.
We have recently raised Series B financing off the back of >70% compound annual growth in Revenue over the last 5 years. Sleek has been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia.
Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Asia Pacific.
Requirements
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
Must-have experience:
To do this, you will have a minimum of 8 years experience in Renewals, or Customer Success management roles and you will be 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
Behavioural fit is also important at Sleek , and we will be looking for candidates that have a proven track record of embodying the below attributes in their recent roles:
Ownership: This shows reliability and helps build trust wit