About the Product: LeadManager is an industry-leading construction intelligence platform that helps businesses in the construction sector find and win new projects. It provides real-time access to:
Comprehensive project leads - Stay ahead of competitors with early insights into upcoming construction projects at every stage.
Market trends & analytics - Leverage powerful data insights to refine business strategies and identify growth opportunities.
Key contact information - Connect with decision-makers such as developers, architects, contractors, and suppliers.
Customizable alerts & tracking - Set up automated notifications to track project updates and client movements. What You’ll doThe Customer Success Manager is responsible for overseeing and managing client accounts, ensuring exceptional satisfaction, and driving sustainable growth through strategic account management.
This role focuses on fostering a high-performance culture by developing and executing targeted retention strategies aligned with group objectives, with the aim of achieving revenue targets, accelerating market growth, and delivering outstanding customer experiences. 1. Consultative Selling
Skills
- Problem-Solving Approach: The ideal candidate excels in understanding client needs and positioning the product or service as a tailored solution, paired with excellent customer service.
- They should ask probing questions, listen actively, and offer innovative solutions that align with client goals.
- Long-Term Relationship Building: Building trust-based relationships is key.
- The candidate should focus on cultivating long-term partnerships, not just closing deals.
- A consultative approach requires patience, empathy, and a commitment to customer success beyond the initial sale.
- Industry Knowledge: A strong grasp of industry trends, customer pain points, and the competitive landscape is crucial.
- This enables the candidate to offer relevant insights and solutions, positioning the product as a valuable asset that addresses the client’s unique challenges
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- Results-Driven & Overachievement:
- Proven Success in the Market: A proven track record of success is essential, particularly within a similar industry.
- The candidate should demonstrate the ability to navigate local challenges, manage complex sales cycles, and adapt strategies to cater to diverse markets, ensuring effective client engagement across the region.
- Proven Sales Record: The candidate should be an overachiever who consistently exceeds sales targets and KPIs. They should demonstrate a history of exceeding quotas and driving revenue growth through innovative and persistent sales efforts.
- Resilience & Persistence: The ideal candidate will possess a "never give up" attitude, remaining motivated despite setbacks.
- They must be comfortable with rejection and have the persistence to pursue and close challenging deals, demonstrating tenacity in competitive markets.
- Self-Motivated & Driven: Self-starters are essential for this role.
- The candidate should take initiative and go the extra mile to close deals, working independently without the need for constant supervision or oversight
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- Authority in Meetings:
- Confidence in Leadership: The candidate should be capable of taking charge of meetings, offering expert insights, and steering discussions confidently.
- They must assert authority when required, while maintaining professionalism and respect for all parties involved.
- Challenging the Status Quo: The ideal candidate will have the courage to challenge decision-makers when necessary.
- They should ask tough questions, encourage deeper conversations, and present alternative perspectives that challenge conventional thinking.
- This demonstrates confidence in their expertise and the value they bring.
- Emotional Intelligence: In addition to being assertive, the candidate must exhibit strong emotional intelligence.
- They should be able to read the room, adjust their approach based on the personalities and needs of decision-makers, and effectively manage relationships at all levels
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- Client-Centric Mindset:
- Client Retention Focus: The candidate should prioritise long-term client satisfaction and retention.
- They must understand the importance of nurturing existing relationships to ensure customers are continually receiving value, which drives renewal rates and growth.
- Proactive Account Management: The candidate should anticipate potential client challenges or opportunities and proactively offer solutions or improvements.
- This proactive approach ensures long-term success and fosters trust with clients
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- Analytical and Data-Driven Decision Making:
- Using Data to Drive Growth: The candidate should be comfortable with data analytics to assess account health, identify upsell opportunities, and manage renewals.
- Understanding client usage trends will help the candidate drive adoption and increase customer lifetime value.
- Customer Health Monitoring: Regularly monitor key performance indicators (KPIs) to ensure clients are achieving their desired outcomes and to identify opportunities for improvement.
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- Conflict Resolution and Issue Management:
- Dealing with Escalations: The ideal candidate should be skilled at managing client issues and de-escalating potential conflicts.
- Handling customer dissatisfaction with tact and professionalism is key to maintaining long-term relationships.
- Crisis Management: The candidate must navigate high-pressure situations, maintaining client trust even in challenging moments.
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- Strong Negotiation
Skills
- Excellence in Negotiation: The candidate should be highly skilled at navigating complex negotiations.
- Rather than resorting to compromise as the final outcome, they should be able to drive negotiations towards mutually beneficial agreements that maintain the value of the product or service.
- They must have the ability to handle price objections, overcome pushback, and ensure the deal structure remains aligned with both the client’s needs and the company’s strategic objectives.
- The ideal candidate understands that negotiation is an opportunity to create value, not just settle for concessions
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- Renewal & Upsell Expertise:
- Renewal Expertise: The candidate must be proficient in managing renewals, understanding contract terms, renewal processes, and positioning the value of the solution as client needs evolve.
- Upsell and Cross-Sell Capabilities: Alongside renewals, the ideal candidate should identify opportunities for upselling and cross-selling to expand the value delivered to clients
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- Time Management and Organisational
Skills
- Prioritisation of Accounts: Managing a portfolio of accounts requires excellent time management and prioritisation.
- High-value accounts should receive the appropriate attention while ensuring consistency across the broader client base.
- Managing Multiple Stakeholders: The candidate must handle multiple decision-makers within each client organization, coordinating across diverse internal and external contacts without losing sight of the overall goals
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- Change Management:
- Supporting Clients Through Change: As the SaaS business evolves, the candidate should be able to guide clients through product updates, new features, or system changes.
- This ensures smooth transitions and continued customer satisfaction
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- Continual Learning and Personal Development:
- Willingness to Learn and Adapt: An experienced account manager should be committed to continuous learning, staying up to date with product updates and evolving sales techniques.
- Growth Mindset: The candidate should embrace feedback and actively seek personal and professional growth, particularly in a rapidly changing, tech-driven environment.
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- Cross-functional Collaboration
- Collaborate with sales, marketing, product, and technical teams to ensure clients' needs are met and that the product is evolving according to market demands.
- Provide feedback to the product development team based on client feedback and emerging trends to improve the product.
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- Reporting & Performance Analysis
- Provide regular updates to management on account status, performance, and potential risks.
- Track and report on key performance metrics, such as customer satisfaction, retention, revenue growth, and product usage.
- What You Bring to the Table
- Account Management & Industry Expertise3–5 years of B2B Account Management or Sales experience in SaaS, technology, consulting, or solution-based sales.
- Proven success in managing B2B client relationships, preferably with mid-market to enterprise clients.
- Experience handling subscription-based business models, including renewals, upsells, and churn reduction.
- Ability to engage with C-suite executives & senior decision-makers confidently
- Experience in the construction industry is advantageous but not essential
- Performance & Revenue Growth
- A consistent top performer with a track record of exceeding revenue and retention targets.
- Demonstrated ability to drive account growth through high-activity sales and strategic account planning.
- Skilled in identifying expansion opportunities within existing accounts to maximize customer lifetime value.
- Renewal & Deal Management
- Strong negotiation skills with experience in handling objections and closing deals in fast-paced environments.
- Proficient in managing renewal cycles involving multiple decision-makers across complex organizations.
- Market & Regional Knowledge
- Strong understanding of Singapore & Southeast Asia’s business culture.
Cross-border experience in Southeast Asia &, Hong Kong is a benefit but not a requirement.
Fluency in English is required; additional language skills (Cantonese, Mandarin, Bahasa Indonesia) are a plus.
Sales Influence & Strategic ThinkingAbility to challenge clients thinking constructively, influence key stakeholders, and lead with insight.
Confident in managing high-pressure negotiations and navigating complex deal structures.
Technology & Data-Driven SellingExperience using CRM tools and sales analytics.A data-driven approach to managing pipeline, conversion rates, and client engagement.
