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 SleekSign. 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 SleekBooks 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 600 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 recognized by The Financial Times, The Straits Times, Forbes, and LinkedIn as one of the fastest-growing companies in Asia.

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 renewal.
• 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.
• Prioritize 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.

Behavioral Fit:

Ownership: This shows reliability and helps build trust within the team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us.

Humility: There is so much we don’t know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self-awareness and emotional intelligence.

Structured Thinking & Target Focused: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you’re more analytical or creative in nature, keeping in view our business goals and being able to show sound judgment is important to us. It ensures solutions are pragmatic and balance the needs of the organization, team, and customers.

Data-driven: We are a data-rich business with ~15,000 small customers. Each decision we make can impact many more people than we realize, so it’s critical that we use sound data to support our strategies and review the success of our initiatives.

Can have tough conversations in a positive way: It’s not a matter of if, but when difficult interpersonal situations arise. Disagreement, conflict, and disappointment are a given in a fast-moving business where people care about their work. People that proactively have tough conversations with kindness, build empathy, trust, and great working relationships.