Customer Success Manager

Company Overview

Established in 2010 and headquartered in Singapore, BIPO is a leading global payroll and HR solutions provider, supporting businesses in over 170+ countries.

We deliver an award-winning, cloud-based HR Management System and Athena BI analytics tool that supports our multi-country payroll outsourcing and Employer of Record (EOR) services. Powered by tech and driven by data, we help companies automate HR processes, ensure compliance, and provide workforce insights.

With 50+ offices worldwide, BIPO combines global compliance, local HR expertise, and scalable technology to manage the entire employee lifecycle for global and remote teams.

Key Responsibilities

. Act as the primary point of contact between clients and BIPO, ensuring effective communication and timely escalation of client feedback to relevant internal teams.

. Build and maintain strong relationships with clients and key stakeholders by conducting regular engagement sessions to understand their business needs and ensure high levels of customer satisfaction.

. Identify opportunities for upselling and cross-selling BIPO products and services by understanding clients evolving requirements.

. Conduct discovery sessions to understand clients existing environments and deliver impactful presentations and product demonstrations to showcase how BIPO solutions address business challenges and create value.

. Proactively manage client concerns or issues and coordinate with internal stakeholders to ensure timely resolution.

. Monitor market trends and competitor activities to develop strategies that help retain and grow existing client accounts.

. Leverage in-depth product and service knowledge to support clients and maximize the value they derive from BIPO HRMS solutions.

. Prepare and present commercial proposals to clients and manage negotiations on terms and agreements in alignment with company policies.

. Collaborate closely with internal teams such as Sales, Product, Implementation, and Support to develop strategies that enhance customer experience and service delivery.

. Participate in solution discussions with both internal and external stakeholders to ensure effective implementation and client success.

. Drive customer adoption, engagement, and long-term partnership by identifying opportunities for growth and continuous improvement.

. Strengthening relationships with internal and external stakeholders by understanding their perspectives and working towards mutually beneficial solutions.

. Support channel partners in promoting and delivering BIPO HRMS solutions to their enterprise customers.

Requirements

. Bachelor's degree in business, Information Systems, Human Resources, or a related field.

. Minimum 2 to 3 years of relevant experience in customer success, account management, consulting, or a client-facing role.

. Experience working in SaaS, HR technology, software solutions, or enterprise platforms is highly preferred.

. Required languages: English and Mandarin. A strong command of Mandarin is essential to effectively communicate with Mandarin-speaking clients

. Stronginter personal and communication skills with the ability to engage stakeholder sat all levels.

. Excellent problem-solving and mediation skills, with the ability to manage client concerns effectively.

. Self-motivated, proactive, and able to work independently in a fast-paced environment.

. Strong listening skills and the ability to build and maintain long-term client relationships.

. A good balance of technical understanding and business communication skills.

. Experience supporting prospects or clients throughout the sales cycle, including solution presentations and demonstrations.

. Familiarity with HRMS systems, SaaS platforms, or HR/payroll solutions will be an advantage.

. Proven client-facing and consulting experience.