Senior Customer Success Manager

Lead strategic customer engagement to drive adoption, value realisation, retention, and growth across complex or high-value accounts (or a mix including those types of accounts). Act as a trusted advisor to senior stakeholders and an internal thought partner, leveraging data-driven insights and cross-functional collaboration to deliver measurable customer and commercial outcomes.

Key Responsibilities

- Lead strategic onboarding and adoption initiatives to accelerate time-to-value across enterprise or complex accounts.
- Manage account health, retention, renewals, and expansion through predictive insights and proactive engagement.
- Engage senior client stakeholders to align Argus solutions with long-term business priorities.
- Represent the voice of the customer through structured insights and influence internal stakeholders to improve product, content, and service delivery.
- Execute consistently against Customer Success playbooks while helping refine best practices and operational improvements.
- Leverage automation, AI insights, and digital tools to proactively identify risks, opportunities, and growth signals.
- Mentor and support Customer Success Managers by sharing best practices and contributing to team capability development.
- Contribute portfolio insights and strategic recommendations to Customer Success leadership and cross-functional teams.

Required Skills / Capabilities

- Executive-level communication and strategic consultative engagement.
- Deep product and industry expertise across assigned portfolios.
- Advanced data analysis, insight synthesis, and strategic storytelling.
- Complex account lifecycle, renewal, and expansion planning.
- Strong stakeholder management and cross-functional influence.
- Proficiency with CRM platforms, digital engagement tools, and AI-enabled reporting.
- Ability to mentor colleagues and influence Customer Success best practices.

Scope of Ownership

- Strategic ownership of onboarding, adoption, and value delivery across high-value or complex accounts.
- Accountability for portfolio health, retention outcomes, and expansion readiness.
- Ownership of customer insights, data accuracy, and reporting discipline.
- Contribution to Customer Success strategy, playbooks, and operational improvements.
- Personal accountability for continuous learning, industry expertise, and capability development.

Collaboration Model

- Sales & BD: Strategic renewal planning, expansion opportunities, and value alignment.
- Product & Editorial: Customer adoption insights, market needs, and product innovation priorities.
- Marketing: Customer advocacy, thought leadership, case studies, and storytelling.
- Customer Success Leadership: CS strategy, playbooks, performance insights, and process improvement.

What’s in it for you

- Work within a highly motivated team at an industry-leading and rapidly growing global company.
- Competitive salary and commission scheme.
- A modern office environment designed to foster productivity, creativity, and teamwork.
- Excellent location at Raffles Place in central Singapore – close to public transport and amenities.
- Hybrid working model - Work from Home available upon completion of probation.
- Comprehensive benefits package including medical (GP and specialist), dental and hospitalisation.
- 20 vacation days your first year, up to a maximum of 25 days.
- Extensive internal and external training.
- Employee Welfare & Employee Assistance Programme.