Customer Onboarding & Retention Lead

Description:

Through proprietary software and AI, along with a focus on customer delight, Sleek makes the back-office easy for micro SMEs.

We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space.

We operate 3 business segments:

• Corporate Secretary: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and SleekSign. We are the market leaders in Singapore with :5% market share of all new business incorporations
• Accounting & Bookkeeping: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary SleekBooks ledger, AI tools and exceptional customer service
• FinTech payments: Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses
  
  

Sleek launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK. We have around 500 staff with an intact startup mindset.

We have recently raised Series B financing off the back of >70% compound annual growth in Revenue over the last 5 years. Sleek has been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia.

Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Asia-Pacific.

We are looking for an a well rounded Customer Success & Onboarding Lead to support our growth in Australia! 🚀

This role is crucial in developing strong customer relationships and ensuring a smooth onboarding, billing, and account management experience . You will play a key role in driving retention, loyalty, and revenue growth by supporting clients throughout their journey.

What you'll be responsible for:

• Be the internal champion for the onboarding - THE most important step of our client journey - you'll make sure we start on the right foot, both sides clear on expectations and ready to roll
• Manage retention and upsells - proactively engage with clients to support them on their journey with us, upgrading subscriptions or cross selling services that our clients need
• Optimise the client journey - work with sales, product and operations team to shape a smooth and comprehensive experience.
• Engage with clients regularly - build relationships, understand their challenges, and proactively offer solutions to support their success
• Be part of building a rocket ship - in a traditionally unsexy industry, but with plenty of exciting opportunities to disrupt and innovate!
  
  

Requirements

• 3+ years of experience in a similar role, such as Customer Success, Customer Support, or Account Management. Or any role where you had to deal with a portfolio of clients with a technical service/product between you and them
• Experience in a high-growth environment (SaaS, fast-scaling SMEs) is a plus.
• Strong organisational, interpersonal, and communication skills - you know how to keep things structured while building great client relationships
• A problem-solving attitude - you believe that every challenge has a solution and love tackling problems head-on
• A pragmatic approach - you know that perfection is the enemy of progress and focus on delivering impact efficiently
  
  

Benefits

• An open and inclusive culture with an international team that believes in the values of S.L.E.E.K - Simplicity, Loyalty, Entrepreneurship, Excellence and Kindness
• Loads of opportunities to build things and break them without any issue - as long as we learn from it :)
• Grow with our team, grow your career in a fast-moving, always evolving industry
• $1,200 of allowance for health & wellness - health insurance, fitness membership, home office...
• Flexible work arrangements
  
  

NOTE: You must be eligible to work in Australia. Work & Holiday visa accepted.