Customer Success Manager - Renewals

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 500 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 recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia.
Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Singapore.
Requirements
We are looking for Customer Success - Renewals person who is excited about the below Mission and Outcome.
Mission: The main mission is to help Sleek achieve its revenue target by renewing all services in our existing clientele.
We are looking for a customer focused, sales and data driven customer success person to join the team and contribute to Sleeks growth!
Outcomes:

• Achieve renewal rate targets on a monthly basis
• Be able to deliver customer satisfaction at the highest level
• Achieve cash collection targets on a monthly basis
• Have a good understanding of own pipeline, track it in a data driven manner, prioritise ticket resolution to drive monthly targets
• Collaborate with cross functional teams (accounting, corpsec, product, data) to improve renewal processes, share best practices with team and also be proactive in nature
  
  

To do this, you will have a minimum of 8 years experience as Sales, Accounting or Customer Success Manager and you will most likely be located in India.
Required Experience:

• Experience working with SMEs, startups, fast paced setups
• Exposure to different culture because Sleek clients are from all over the world
• Ability to resolve issues by collaborating internally and externally
• Familiar with tableau, zendesk, husbpot
• Experience handling complex customers and trouble shooting
• Proactive to take up new projects to completion
  

Behavioural fit is also important at Sleek, and we will be looking for candidates that have a proven track record of embodying the below attributes in their recent roles:
Sales Driven & Ownership: This shows reliability and helps build trust within the sales 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 dont 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 youre more analytical or creative in nature, keeping in view our business goals and being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, 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 realise - so its 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: Its 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.
Excellent listener and clear communicator: We have a variety of nationalities and for many people, English isnt their first language. For you to excel, youll need to be present in your calls and make sure you properly receive and thoughtfully send messages to others in the business.
Customer-centric: You always act with the best interest of the customer in mind and empathize with their situation to find the best solution for them and for Sleek.
Problem Solving: Youll need to be able to think on your feet as this role requires you to identify, diagnose, and resolve production issues quickly, reducing downtime. You will leverage your strong infrastructure and development skills in post-incident reviews to find the underlying cause of failures and prevent future incidents.
Collaboration-Driven: You thrive in a cross-functional team environment, working closely with developers, product managers, and operations teams to ensure alignment on requirements and testing goals. You communicate effectively, advocate for quality throughout the development process, and proactively address potential issues before they arise, fostering a culture of shared responsibility for delivering exceptional software.
Autonomous/ Entrepreneurial: Things move fast at Sleek and we are not a hierarchical organisation. We want the candidate to proactively seek out and own solutions without waiting for their manager to ask them. We want the candidate to have the confidence to execute solutions on their own and the experience to know when to ask questions.
The interview process
The successful candidate will participate in the below interview stages. We anticipate the process to last no more than 3 weeks from start to finish.
Whether the interviews are held over video call or in person will depend on your location and the role.
HR Introductory call
A :30 minute chat with a member of the HR Team to understand your skills and experience.
Career deep dive
A :60 minute chat with the Hiring Manager. Theyll discuss your last 1-2 roles to understand your experience in more detail.
Behavioural fit assessment
A :60 minute chat with a member of the HR or leadership team, where they will dive into some of your recent work situations to understand how you think and work.
Offer + reference interviews
Well make a non-binding offer verbally or over email, followed by a couple of short phone or video calls with references that you provide to us.
Requirement for background screening
Please be aware that Sleek is a regulated entity and as such is required to perform different levels of background checks on staff depending on their role.
This may include using external vendors to verify the below:
Your education
Any criminal history
Any political exposure
Any bankruptcy or adverse credit history
We will ask for your consent before conducting these checks. Depending on your role at Sleek, an adverse result on one of these checks may prohibit you from passing probation.
By submitting a job application, you confirm that you have read and agree to our Data Privacy Statement for Candidates, found at sleek.com.
Benefits
Some other great things about working at Sleek...
Humility and kindness: Humility is a core attribute we hire for, which means we have a culture of not taking ourselves too seriously and being able to laugh. Kindness is also incredibly important. We are committed to creating and nurturing a diverse and inclusive environment.
Flexibility: This position will be fully remote. If you need to start early or start late to cater to your family or other needs, we dont mind, so long as you get your work done and proactively communicate. You can also work fully remote from anywhere in the world for 1 month each year
Financial benefits: We pay competitive market salaries and provide staff with generous paid time off and holiday schedules. Certain staff at Sleek are also eligible for our employee share ownership plan and can share in the upside of our stellar growth trajectory as we work toward listing on a prominent stock exchange in the Asia Pacific region.
Personal growth: Youll get a lot of responsibility and autonomy at Sleek - we move at a fast pace so youll be making decisions, making mistakes and learning. Theres also a range of internal and external facing training programmes we run. Were also at the forefront of utilising AI in our space and are developing a regional centre of AI excellence. It is our intention that if you leave Sleek, you leave as a more well-rounded person and professional.
Sleek is also a proudly certified B Corp. Since we started our journey in 2017, weve been committed to building Sleek as a force for good. In just over 5 years, weve joined a community of industry leaders like Patagonia, Ben & Jerrys, and P&G who are building an inclusive, equitable, and a regenerative economy. We have planted over 29,271 trees to reforest our ecosystem and saved 7 tons of paper from landfills by processing over 1.4M pages through SleekSign. We aim to be Carbon Neutral by 2030.