Customer Success Manager - Renewals

Summary

Join Sleek, a fast-growing FinTech company, as a Customer Success - Renewals professional. Your mission is to help Sleek achieve its revenue targets by renewing services for existing clients. You will be responsible for achieving renewal rate and cash collection targets, managing your pipeline, and collaborating with cross-functional teams. This role requires a minimum of 8 years of experience in sales, accounting, or customer success management, preferably located in India. Sleek offers a fully remote position with flexible hours, competitive salaries, generous paid time off, and potential employee share ownership.

Requirements

• 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
• 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 don’t 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 you’re 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 it’s 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: It’s 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 isn’t their first language.  For you to excel, you’ll 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: You’ll 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
• 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

Responsibilities

• 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

Benefits

• This position will be fully remote
• If you need to start early or start late to cater to your family or other needs, we don’t 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
• We pay competitive market salaries
• We 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