Customer Success Manager

• Establish and maintain a governance model for multiple client accounts within the assigned portfolio.
• Lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in activities necessary to achieve company and client goals.
• Oversee staffing, production and process improvement efforts, and program financials to ensure key objectives are met.
• Ensure Peak Support’s policies, and procedures, as well as the clients, are followed.
• Work alongside multiple individuals in preparing weekly, monthly, and quarterly business reviews and presenting the data to the client.
• Conduct business reviews with Clients and Peak Support Executives (Weekly, Monthly, Quarterly) to evaluate historical trends and ensures that action plans are integrated into the process improvement initiatives.
• Evaluate the performance of each client and partners with support members and the Cabinet (WFM Training, Quality Assurance, and Business Analytics) to implement glidepaths or cure plans for any underperforming metric or task.
• Create strategic plans for process improvements, headcount planning, and other account-specific requirements.
• Partner with the Client Success Executive to identify opportunities for new business with existing clients and account growth.
• Remain engaged with the IT and Technology team to ensure that all tools are running efficiently (internal and client-side) and that security and compliance measures are being followed.
• Help in promoting team engagement through planning, coordinating, communicating, and participating in engagement, rewards and recognition activities.
• Responsible for the performance, growth, and development of all direct reports (Team Leads, Training, and Quality and other roles required to promote overall account performance).

Client Success Manager

• Maintain current clients and grow customer base
• Keep accurate correspondence records and update client details
• Provide process improvement recommendations
• Establish and maintain a governance model for client accounts
• Oversee staffing, production, and process improvement efforts
• Conduct business reviews and present data to clients
• Evaluate client performance and implement plans for improvement
• Partner with Client Success Executive for account growth

• Guide new clients through onboarding and ensure confidence in systems.
• Proactively monitor client projects and address roadblocks.
• Build relationships with clients to encourage repeat business.
• Maintain clear communication with clients and internal teams.
• Ensure quality standards and security in client data handling.

Client Success Specialist – US Client-Facing

Implementation Specialist

• Review current workflows and project management processes.
• Facilitate stakeholder workshops.
• Recommend best-practice agency workflows and system architecture.
• Design and configure ClickUp spaces, folders, lists, templates, statuses, and custom fields.
• Build end-to-end workflows for client onboarding, briefing and intake processes, marketing campaign delivery, creative and content production, recurring and retainer work, internal projects.
• Implement project tracking and delivery processes.
• Configure workload and resource management.
• Improve visibility of project status, priorities, and team capacity.
• Set up timesheets and time-tracking processes.
• Create dashboards and reporting for project status, team workload, capacity planning, time utilisation, delivery performance.
• Build automations to reduce manual administration.
• Document processes and system architecture.
• Deliver training and handover sessions to ensure team adoption.

ClickUP Implementation Specialist

• Manage service booking enquiries across multiple platforms
• Schedule and process service bookings in the CRM system
• Maintain and update customer profiles and records accurately
• Respond to customer enquiries in a professional and timely manner
• Conduct post-service follow-ups to measure customer satisfaction and experience
• Perform general administrative duties to support the service department
• Provide reception coverage when required
• Assist with ad hoc administrative tasks and projects as directed

CRM Administrator

• Guide clients and partners through the subscription lifecycle from purchase to renewal
• Handle sales support, quote management, and order management to drive revenue growth and client retention
• Manage a portfolio of renewal opportunities and prepare sales-ready opportunities prior to subscription expiry
• Implement and manage the automatic renewal process
• Respond to inbound client calls and emails, following up in a timely manner
• Ensure all orders are processed and fulfilled efficiently
• Ensure quotes are sent in a timely fashion with well-communicated upgrade and cross-sell options
• Use extensive product knowledge to provide clients with information, and to identify and close cross-sell and upsell opportunities
• Manage all account data, accurately document all client interactions, and ensure records remain up-to-date in Salesforce

Customer Success Associate

• Act as a primary point of contact for member inquiries related to healthcare plans, benefits, care availments, claims, and platform usage through calls and digital support channels
• Provide clear, accurate, and empathetic assistance while maintaining a patient-centric approach
• Take ownership of member concerns by managing cases through to resolution and ensuring timely follow-ups
• Accurately document interactions, actions taken, and outcomes in internal systems
• Collaborate with internal teams such as MedOps, Product, Finance, and Partnerships to resolve member issues and facilitate next steps
• Endorse tasks, follow-ups, or escalations to relevant teams while ensuring continuity of member experience
• Support a shifting work schedule to ensure adequate coverage for a 24/7 in-house support operation
• Uphold company standards for service quality, professionalism, and data privacy at all times
• Ensure compliance with internal policies, healthcare regulations, and confidentiality requirements
• Participate in training, knowledge-sharing sessions, and process updates to stay current on services, policies, and platform enhancements
• Contribute ideas and feedback that help improve member experience and operational efficiency

Customer Success Representative

• Take ownership of the end-to-end renewal process for assigned high-volume accounts, guaranteeing timely contract execution and sustaining a high Gross Revenue Retention (GRR).
• Administer the customer relationship, including processing amendments, addressing billing inquiries, and ensuring CRM data accuracy.
• Evaluate, process, and accurately execute customer downgrade requests in accordance with company policy, ensuring retention risks are identified, documented, and managed through internal escalation or value-based discussions.
• Contribute to special projects and customer-centric initiatives, such as targeted campaigns, process pilots, and operational programs aimed at boosting retention and efficiency.
• Lead customer calls and virtual meetings to facilitate commercial execution and address customer requirements throughout the renewal and retention lifecycle.
• Collaborate daily with a team of Customer Success Managers (CSMs) to deliver a seamless, unified customer experience.
• Serve as the primary point of contact for commercial escalations within your squad, partnering with Finance and Legal departments to overcome renewal obstacles.
• Maintain impeccable CRM hygiene by updating renewal dates, contact information, and commercial notes in real-time to enable accurate executive forecasting.
• Proactively identify bottlenecks within the high-volume renewal workflow and recommend automation or process enhancements to elevate squad efficiency.
• Drive relentless execution to meet and exceed team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.

Customer Success Specialist

• Oversee CS operations to ensure timely, accurate, and high-quality member support
• Manage and develop CS representatives through effective feedback loops, coaching sessions, and workshops to achieve performance, quality, and productivity targets
• Resolve escalated member concerns and coordinate with internal teams on high priority issues
• Implement and maintain CS processes, scripts, and knowledge base content for consistency and compliance
• Analyze service data, track CSAT and key CS metrics, and identify trends, recurring issues and proactive engagement opportunities
• Support and coordinate closely with other functions to deliver an extraordinary user experience

Customer Success Team Lead

• Coach and mentor Customer Success Managers (CSMs) to improve customer satisfaction, retention, and relationship management
• Conduct quality reviews on customer interactions (calls, emails, task updates) and provide detailed feedback
• Develop and deliver coaching plans tailored to individual performance metrics and team goals
• Collaborate with leadership on team skill development, training needs, and continuous improvement
• Lead training sessions and skill refreshers to reinforce best practices and performance standards
• Maintain standardized coaching documentation and feedback tools
• Track, report, and analyze coaching effectiveness and performance trends

• Serve as one of the primary points of contact for assigned clients
• Conduct regular client check-ins to gather feedback and assess engagement health
• Monitor client satisfaction and identify areas for improvement proactively
• Coordinate with recruitment, operations, and leadership teams regarding client concerns or staffing updates
• Track employee performance feedback and escalate concerns when needed
• Help ensure timely resolution of operational or service-related issues
• Maintain client records, meeting notes, and engagement updates in internal trackers or CRM systems
• Prepare simple reports on client feedback, retention risks, and engagement status
• Support onboarding coordination for new clients and newly hired team members
• Assist leadership in improving internal processes and customer experience initiatives
• Follow up on pending action items and ensure commitments to clients are completed on time
• Monitor overall engagement health including communication responsiveness, staffing stability, and client sentiment

Senior Customer Success Manager

Onboarding Specialist

• Deliver a world-class onboarding experience for Strategic Partners and their clients, building confidence and trust from day one
• Lead client implementation kick-off meetings and drive projects through to successful completion
• Manage multiple onboarding projects simultaneously while maintaining exceptional attention to detail and stakeholder alignment
• Facilitate discovery and information-gathering sessions to understand client requirements and operational needs
• Configure TransferMate solutions to support client-specific workflows and business objectives
• Act as the central point of ownership across implementations—managing communication, timelines, risk mitigation, issue resolution, and stakeholder expectations
• Collaborate cross-functionally with Sales, Operations, Product, and technical teams to deliver seamless client launches
• Support partners and clients post go-live, ensuring ongoing success and a strong customer experience throughout the onboarding journey
• Identify opportunities to improve onboarding processes, enhance efficiency, and elevate the client experience at scale

Client Onboarding Specialist

• Be a trusted advisor to our customers, helping them achieve their goals and maximise their revenue
• Quickly develop rapport with customers over the phone and guide them to adopt our products
• Develop deep product knowledge and the ability to demonstrate how to optimise our products for the customer’s needs
• Meet KPIs related to revenue expansion and customer adoption scores
• Manage your pipeline and performance to SLAs and KPIs

• Serve as the primary point of contact and trusted advisor for clients
• Ensure client satisfaction, engagement, and long-term success with company products and services
• Build strategic relationships and drive product adoption
• Identify growth opportunities and act as a liaison between clients and internal teams
• Shape client retention, satisfaction, and revenue growth
• Provide strategic guidance and monitor usage patterns for product improvements
• Assist new clients during onboarding and provide education on product features
• Monitor and analyze client usage data to identify trends and opportunities
• Present business reviews showcasing ROI and recommendations for account expansion
• Maintain up-to-date client interaction records and gather feedback to improve services

• Establish tailored onboarding and training plans for new enterprise clients in APAC to ensure they learn, adopt, and are successful at the onset with the Traackr product. This includes specific coaching and use case analysis.
• Determine critical measures for success for clients’ influencer programs to ensure there are quantitative and qualitative ways to measure progress.
• Leverage knowledge of current important program gaps to elevate and highlight the Traackr product in addition to strategic program goals.
• Monitor and address adoption and usage for clients in APAC region.
• Partner with Client Partners and fellow Customer Success Managers to establish strategic account management efforts by identifying and escalating signals of risk accounts and areas for further account growth

• Take ownership of customer onboarding from start to finish
• Understand customer requirements and prepare the right setup for a smooth implementation
• Deliver engaging product training sessions via video or phone
• Proactively identify potential issues or delays and take action to resolve them
• Manage multiple customers at different stages of onboarding, keeping everything organized and on schedule
• Set clear expectations with customers and follow through on commitments
• Work closely with teammates to ensure shared goals and service levels are achieved
• Look for ways to improve processes and enhance the customer experience

Software Onboarding Specialist

• Managing vendor contract compliance
• Participating in new vendor implementation
• Ensuring that Arise achieves and exceeds all client metrics
• Program analysis and reporting through strong analytical reports to illustrate results and achievement of program metrics
• Overseeing goal setting, monitoring of program trends
• Participating in client meeting and calibration sessions on a daily/weekly basis
• Developing and implementing improvement action plans that can be offered to vendors
• Initial point of escalation on the program. Responsible for escalation tracking and resolution
• Budget management
• Coordinate with the Director, Customer Success to achieve client metrics
• Related duties as required
• Special projects as assigned by Senior Manager, Customer Success or Director, Customer Success
• Works independently to drive client program metrics

Manager, Customer Success

• Run 20-30 minute onboarding calls with new TradeRated customers.
• Walk customers through company setup, technician roster, review path configuration, and CRM integration steps where applicable.
• Capture and confirm critical setup information during the call.
• Set clear expectations for what happens next and what the customer needs to do after the call.
• Ensure every customer reaches onboarding-complete status or has a clearly documented blocker and next step.
• Confirm the pre-call form has been completed before the onboarding call.
• Review customer-provided information and pre-configure what can be set up in advance.
• Confirm the right customer stakeholders are attending.
• Coordinate with Sales for warm handoffs during the early customer cohort.
• Guide customers through CRM integration setup for supported systems.
• Troubleshoot common setup or integration issues in real time.
• Maintain working knowledge of supported CRM integrations.
• Drive customers toward activation, defined initially as first verified review captured.
• Help customers complete the key actions needed to start using TradeRated.
• Track whether customers have completed first technician setup.
• Follow up with newly onboarded customers to confirm activation progress.
• Run the established onboarding playbook consistently across customers.
• Track friction points, customer questions, and recurring setup issues.
• Receive customer handoff from Sales with clear context.

Customer Success Manager – Onboarding Manager

• End-to-End Onboarding: Own the client onboarding journey, ensuring a tailored and delightful experience that secures long-term retention.
• Accuracy & Quality: Maintain 100% accuracy in client billings, statutory filings, and adherence to Sleek’s Terms & Conditions.
• The "Three-Day" Vision: Execute workflows with speed and precision, relentlessly pursuing the goal of less than three business days of "Sleek Time" for client processing. Proactively inform clients in case of roadblocks or any further information needed.
• Focus on Tangible KPIs: Maintain high CSAT and aim for lowest time to onboard.
• Regulatory Mastery: Apply expertise in ACRA regulations, the Companies Act 1967, and AML/CFT policies to ensure every client is onboarded with absolute compliance.
• Workflow Efficiency: Organise daily tasks effectively to ensure all deliverables align with scope and tight timelines while maintaining strict client confidentiality. Follow SOP and onboarding processes.
• AI-Augmented Execution: Utilise Sleek’s automation and AI tools to streamline manual tasks, transitioning toward a 100% efficient, system-driven workflow.
• Continuous Evolution: Participate in a "continuous improvement" loop by providing feedback to management to help refine and simplify processes every month.
• Stakeholder Support: Collaborate with the Head of Client Onboarding and Team Leader to implement the Sleek Strategic Roadmap and scalable workflows.
• Problem Solving: Act as a primary point of contact for client queries, resolving requests with precision and escalating complex matters when necessary.
• Collaboration: Collaborate with Compliance, Corporate Secretary, and Sales to deliver the best experience to the client.

Client Onboarding Executive

Customer Advocate

• As a Senior Customer Advocate, you will be the primary point of contact for customers, supporting general inquiries and ensuring a smooth and positive experience when interacting with the company’s products and services.
• Focus on understanding customer needs, providing clear and accurate guidance, and helping users navigate the platform at a functional level.
• Own customer communication end to end, ensuring timely follow ups and resolution of inquiries, while maintaining a high standard of empathy and professionalism.
• Share customer feedback and common themes with internal teams to help improve the overall customer experience.
• Handle customer consultation calls and general inquiries
• Escalate to the Technical Support team when technical troubleshooting is required
• Guide customers on how to navigate the platform, including where to find features and how to complete tasks
• Respond to “how do I use this” questions using help articles, internal resources, and predefined workflows
• Follow established processes and standard responses to ensure consistency and quality in support
• Contribute to support resources like help articles and guides
• Collect customer feedback, identify common trends, and share insights with internal teams
• Log requests and keep teams updated on customer needs
• Meet personal and team goals such as CSAT and response times while keeping customer satisfaction a top priority
• Own customer communication end to end, ensuring timely and consistent follow up
• Escalate platform or technical issues to the appropriate teams when needed, without performing technical diagnosis

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