Customer Success Renewals Manager (Hong Kong) - Philippines

The Role

Through proprietary software and AI, 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.

Sleek operates in three key business segments: Corporate Secretary, Accounting & Bookkeeping, and FinTech payments. With over 15,000 customers across Singapore, Hong Kong, Australia, and the UK, Sleek has achieved 70%+ compound annual growth in revenue over the last five years and is recognized as one of the fastest-growing companies in Asia.

The Customer Success Renewals Manager will play a critical role in achieving Sleek’s Hong Kong 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.

Key Responsibilities:

Outcome 1 — Renewal Rate and CSAT Targets

• Consistently achieve a carried commission target focused on saved revenue, expansionary upsell targets, and overall portfolio renewal rate across the Hong Kong client base.
• Drive commercial motions explicitly through active calls and meetings (not just email or WhatsApp) to identify and close upgrades while improving CSAT scores, ensuring customer trust and satisfaction throughout each renewal.

Outcome 2 — Complex Churn Saves and Escalation Management

• Successfully manage at-risk accounts by executing complex saves, win-backs, and resolving escalated doubts about Sleek.
• Maintain a high volume of direct customer conversations to de-escalate issues that automated systems cannot handle.

Outcome 3 — Customer Investigation & Issue Resolution

• Initiate investigations of escalations and work cross-functionally with accounting, corporate secretarial, product, and data teams to resolve issues and secure renewals.

Outcome 4 — 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.

Outcome 5 — Cross-Functional Collaboration & Best Practice

• Partner with accounting, corporate secretarial, 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 and contribute to a culture of continuous improvement.

Must-Have Experience:

1. Minimum 4 to 5 years of experience in Renewals or Customer Success management roles, located in the Philippines.
2. Strong commercial track record in Customer Success or Sales, prioritizing driven profiles over standard renewals tenure.
3. Demonstrated evidence of achieving carried commission targets with explicit proof of generating upsell or saved revenue.
4. Actively uses AI daily to execute and optimize work, rather than relying on generated reports.
5. Managing a customer pipeline in a data-driven way: CRM hygiene, pipeline reporting, and forecasting.
6. Strong written and spoken English; ability to communicate clearly with Hong Kong-market clients.

Behavioral Fit:

1. Ownership: Reliable, accountable, and proactive in seeking outcomes, owning mistakes, and pursuing professional development.
2. Open and honest about shortcomings; receptive to feedback with a genuine growth mindset.
3. Able to break down complex customer situations, prioritize effectively, and communicate a clear path forward.
4. Uses metrics and data to guide decisions, track progress, and make the case for action.
5. Comfortable raising uncomfortable matters constructively; listens to and acts on feedback.

About Us:

Sleek is a high-growth startup with a startup mindset, backed by world-class investors. We are on track to be one of the few cash flow positive, tech-enabled companies to achieve a public listing in the Asia Pacific region. Our culture emphasizes humility, kindness, flexibility, and personal growth.

Benefits:

Humility and Kindness: Humility and kindness are core attributes at Sleek, fostering a diverse and inclusive environment.

Flexibility: Work from home with the option to start early or late to accommodate personal needs. Enjoy one month of fully remote work per year.

Financial Benefits: Competitive market salaries, generous paid time off, and eligibility for an employee share ownership plan.

Personal Growth: High responsibility and autonomy, fast-paced decision-making, and access to internal and external training programs. Sleek is at the forefront of utilizing AI and developing a regional center of AI excellence.