Customer Success Manager Singapore

About the job

Who we are

Data Zoo provides identity verification solutions that enable global financial institutions payment platforms and fintechs to confidently verify consumers and business identities using a diverse set of authoritative data sources. Data Zoos direct access to these international data sources and advanced data sequencing presents companies with a global efficient and secure alternative to KYC/KYB verification and compliance.

What we are looking for

Data Zoo is seeking an experienced Customer Success Manager to join our Global Customer Success organization. As part of the organization you will be responsible for managing a portfolio of our largest and most strategic customers. You will collaborate closely with customers guiding them through their journey and ensuring their success with our products and services.

This includes managing the end-to-end customer life cycle: driving customer adoption and growth account health governance and retention in partnership with your Account Executives. You are the customers consultant and trusted partner who can navigate complex business objectives and develop them into Data Zoo champions.

How you will contribute

• Create value for the customer by knowing tracking and managing customers business objectives tied to Data Zoo solutions.
• Know your accounts and their organization structure. Establish maintain and grow senior executive relationships for your accounts.
• Partner with Account Executive to develop long-term strategic account plans to identify growth opportunities and upsell potential and ensure client satisfaction and retention.
• Drive and track customer adoption of Data Zoo products and services.
• Analyze performance data to ensure customer metrics remain at target levels in addition to undertaking constrained optimization analysis.
• Measure and report on customer health and proactively identify at risk customers and define escalation and remediation plans. This includes any cross-departmental collaboration as needed.
• Establish and oversee a comprehensive customer governance structure with clear processes cadence and communication channels including Executive Business Reviews.
• Take ownership for resolving customer issues. Partner with other internal teams to ensure escalated issues are being resolved in a timely manner.
• Lead weekly or monthly meetings for assigned accounts including 1-on-1s with key customer contacts.
• Adhere to defined CSM processes metrics and tools.
• Track activities in CRM tools and accurately log outcomes of customer discussions.
• Consistently meet or exceed target customer activity metrics and service level objectives.
• Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.

Qualifications skills and experience required

• 3 years experience in a customer-facing role preferably in B2B and/or SaaS environments in the Identity Verification KYC or AML space.
• BA/BS degree in business/technology or comparable experience and 5 years experience in customer success.
• Proven results in driving customer health and satisfaction resulting in loyalty and advocacy.
• Knowledge of working in tools like Salesforce HubSpot and Jira.
• Experience with analytical and BI tools like Google Looker Studio and Big Query and proficient in SQL.

What you need to succeed

• Strong oral and written communication skills.
• Intellectual curiosity and technical acumen.
• Confident in juggling multiple tasks.
• Ability to solve complex problems.

How to join us!

We appreciate every applicants time and effort in applying for this position and will be in touch with short-listed applicants in due course. If you have any additional questions please feel free to contact us on

Stay Connected With Us

If youre passionate about the future of digital identity and want to explore career opportunities beyond this role we encourage you to visit our Careers Page. Stay up to date with new openings and learn more about life at Data Zoo.

Required Experience:

Manager