Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of APAC-based customers to ensure successful adoption and utilization of blockchain analytics solutions with an accent on account retention and growth. Focus on onboarding, training, delivering value through strategic success plans, and identifying upsell opportunities within the financial services sector.

Location: Singapore (Hybrid)

Company

hirify.global is a provider of blockchain analytics solutions focused on the digital asset and crypto economy.

What you will do

• Onboard new customers and establish long-term partnerships focused on achieving specific client objectives.
• Develop and execute high-quality success plans to drive adoption, retention, and identify upsell opportunities.
• Collaborate cross-functionally to ensure a seamless customer experience and champion customer needs internally.
• Partner with Account Executives to deliver value growth on enterprise-tier accounts.
• Lead end-to-end sales processes for non-enterprise upsell opportunities, including demos and contract negotiations.
• Gather feedback from the field to influence and contribute to the product roadmap.

Requirements

• 3-5 years of experience in Customer Success or Account Management within the SaaS industry.
• Demonstrated track record of achieving upsell targets and maintaining high retention rates.
• Experience working with customers distributed across internal teams in the APAC region.
• Strong analytical skills to interpret usage data and identify commercial opportunities.
• Ability to manage challenging client relationships, including churn or downsell conversations.
• Strong interpersonal and communication skills with a collaborative, entrepreneurial mindset.

Nice to have

• Knowledge or experience in AML, specifically related to crypto.
• Previous experience working in the blockchain or Web3 industry.
• Fluency in French.
• Interest in public speaking and regional industry events.

Culture & Benefits

• Hybrid working model with flexibility to work from anywhere for up to 90 days per year.
• Annual S$800 remote work budget and $1,000 learning & development budget.
• Comprehensive private health insurance and S$650 annual health screening allowance.
• 24 days of annual leave plus public holidays and an additional birthday leave day.
• Access to mental health support via Spill.
• Quarterly full-day team off-sites and a crypto bonus.