Customer Success - Renewals at Sleek

Sleek is a tech-enabled platform specializing in back-office solutions for micro SMEs, leveraging proprietary software and AI to streamline processes like company incorporation, secretarial services, accounting, bookkeeping, tax, payroll, and FinTech payments.

With a global customer base of around 15,000 across Singapore, Hong Kong, Australia, and the UK, Sleek has achieved over 70% compound annual growth in revenue over the last five years. The company is recognized as one of the fastest-growing in Asia by publications like The Financial Times, The Straits Times, Forbes, and LinkedIn.

The Role

The Customer Success - Renewals role focuses on driving Sleek’s revenue targets by ensuring high renewal rates among existing clients. This position requires a customer-focused, sales-driven, and data-oriented professional with a minimum of 8 years of experience in Sales, Account Management, or Customer Success.

The ideal candidate will:

1. Achieve monthly renewal rate and CSAT targets while ensuring seamless customer satisfaction and trust.
2. Conduct thorough investigations into customer interactions, collaborating cross-functionally to resolve issues and drive renewals.
3. Meet monthly cash collection targets through renewals, upsells, and upgrades.
4. Track and prioritize their pipeline in a data-driven manner to meet targets.
5. Collaborate with cross-functional teams (accounting, corporate secretarial, product, data) to enhance renewal processes and share best practices.

Key responsibilities include:

• Experience working with SMEs, startups, and fast-paced environments in the Singapore market.
• Exposure to diverse cultures, as Sleek’s clients are global.
• Ability to resolve issues through internal and external collaboration.
• Familiarity with tools like Tableau, Zendesk, and HubSpot.
• Handling complex customer escalations and troubleshooting.
• Proactive project completion and ownership.

Behavioral Fit

Sleek values candidates who embody the following attributes:

• Sales Driven & Ownership: Reliability, trust-building, and accountability in a fast-paced environment.
• Humility: Openness to feedback, willingness to learn, and collaboration.
• Structured Thinking & Target Focused: Pragmatic problem-solving aligned with business goals.
• Data Driven: Utilizing data to inform decisions in a business with ~15,000 customers.
• Ability to have tough conversations with kindness and empathy.
• Excellent Listener and Communicator: Strong English proficiency for clear communication across diverse teams.
• Customer-Centric: Prioritizing customer needs and finding solutions that benefit both the customer and Sleek.

Benefits

Sleek offers a supportive and growth-oriented work environment with:

• Humility and Kindness: A culture of inclusivity, diversity, and a positive work environment.
• Flexibility: Remote work options, including one month of fully remote work per year.
• Financial Benefits: Competitive salaries, generous paid time off, and potential eligibility for an employee share ownership plan.
• Personal Growth: Autonomy, fast-paced decision-making, and access to training programs, including AI-focused initiatives.
• Certified B Corp status, reflecting Sleek’s commitment to building a force for good and contributing to a regenerative economy.