Customer Success Executive

Job Description

As a Customer Success Executive, you will play a critical role in the post-sales journey of SME clients. This position is focused on sales fulfillment and customer lifecycle coordination. You will support the sales team in contract preparation, execution, and onboarding coordination, and continue as the main liaison during service delivery to ensure client satisfaction and retention. You will also help manage client records, facilitate communication between clients and service teams, and assist the Head of Operations in daily tasks. You do not directly deliver services, but act as a key coordinator between clients and internal functions.

Key Responsibilities

Sales Fulfillment Support

• Assist the sales team in preparing client contracts and related documentation
• Coordinate with clients to confirm contract details, signatures, and billing information
• Ensure timely contract execution and update internal records accordingly
Initiate the client onboarding process and coordinate internal team handover

Customer Lifecycle Coordination

• Act as the primary liaison between clients and service delivery teams (e.g., tax, accounting, reporting)
• Track service progress and ensure client inquiries are relayed and resolved efficiently
• Conduct regular client check-ins to collect feedback and assess satisfaction
Support renewal and upsell opportunities in collaboration with the sales team

Client Records & Operations Support

• Maintain accurate and complete client records in CRM and internal systems
• Track key dates (e.g., contract term, renewal, billing cycles) and follow up as needed
• Assist the Head of Operations in coordination, reporting, and SOP documentation

✅ Requirements

• Diploma or Degree in Business, Accounting, Customer Service or related field
• 1–3 years of experience in customer success, onboarding, contract administration, or operations
• Good understanding of B2B contract handling and client communication
• Strong coordination, attention to detail, and follow-through ability
• Familiar with CRM tools (e.g., HubSpot) and digital documentation systems
• Proficient in English; Mandarin is a plus to support Chinese-speaking clients
Able to work in a dynamic startup environment and collaborate across teams

Growth Opportunities

• Customer Success Manager / Operations Manager
• Potential to develop into roles in contract operations, service coordination, or client strategy