Customer Success Renewals Manager (Hong Kong) - Philippines-Based

Requirements

Mission: To achieve 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.

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 and ensure renewal is secured

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; contribute to a culture of continuous improvement

Must-have Experience

To do this, you will have a minimum of 5 years of experience in Renewals or Customer Success management roles and you will be located in the Philippines.

1. Minimum 4 to 5 years of experience with a strong commercial track record (Customer Success or Sales), prioritizing driven commercial profiles over standard renewals tenure
2. Demonstrated evidence of achieving a carried commission target with explicit proof of generating upsell or save revenue
3. Actively uses AI daily to execute and optimize their own work, rather than waiting for generated reports
4. Managing a customer pipeline in a data-driven way: CRM hygiene, pipeline reporting, and forecasting
5. 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