Customer Success Renewals at Sleek - Remote Philippines — Columbus

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.

The Role

We are looking for a Customer Success – Renewals person who is excited about the below Mission and Outcomes.

Mission: The main mission is to help Sleek achieve its revenue target by renewing all services in our existing clientele. We are looking for a customer-focused, sales and data-driven customer success person to join the team and contribute to Sleek's growth!

Outcomes

1. Achieve renewal rate targets on a monthly basis, along with CSAT targets.
2. Conduct detailed investigations into the customer's end-to-end interactions with Sleek, working cross-functionally with relevant departments to drive resolution. Ensure a high level of customer satisfaction that supports trust, retention, and a seamless renewal.
3. Achieve cash collection targets on a monthly basis through renewal, upsell and upgrades.
4. Maintain a good understanding of your own pipeline, track it in a data-driven manner, and prioritise ticket resolution to drive monthly targets.
5. Collaborate with cross-functional teams (accounting, corpsec, product, data) to improve renewal processes, share best practices with the team, and be proactive in nature.

To do this, you will have a minimum of 8 years of experience in Sales, Account Management or Customer Success, in a role carrying sales targets and customer-facing responsibilities. You will be located in Singapore or the Philippines.

Must Haves

• Experience working with SMEs, startups, and fast-paced setups in the Singapore market.
• Exposure to different cultures — Sleek clients are from all over the world.
• Ability to resolve issues by collaborating internally and externally.
• Familiarity with Tableau, Zendesk, and HubSpot.
• Experience handling complex customers, troubleshooting, and escalations.
• Proactive in taking new projects through to completion.

Behavioural Fit

Behavioural fit is also important at Sleek. We will be looking for candidates with a proven track record of embodying the following attributes:

• Sales Driven & Ownership: Reliability and accountability that builds trust. We move fast and need everyone to see things through to completion and proactively help get things back on track when challenges arise.
• Humility: Open-mindedness to feedback and a willingness to learn from others. A key ingredient of self-awareness and emotional intelligence.
• Structured Thinking & Target Focused: Sound judgement that balances the needs of the organisation, team, and customers across our complex, multi-service, multi-country business.
• Data Driven: Using sound data to support strategies and review the success of initiatives across our ~15,000 customers.
• Can Have Tough Conversations in a Positive Way: Proactively addressing difficult situations with kindness, building empathy, trust, and great working relationships. Strong English proficiency is required.
• Excellent Listener and Clear Communicator: Present in calls and thoughtful in how you send and receive messages across a diverse, multinational team.
• Customer-Centric: Always acting with the best interest of the customer in mind and empathising with their situation to find the best solution.
• Problem Solving: Able to identify, diagnose, and resolve issues quickly, and contribute to post-incident reviews to prevent future problems.
• Collaboration-Driven: Thriving in cross-functional team environments, working closely with developers, product managers, and operations teams.
• Autonomous / Entrepreneurial: Proactively seeking out and owning solutions without waiting to be asked. Confident in executing independently, with the experience to know when to ask questions.

The Interview Process

The successful candidate will participate in the below interview stages. We anticipate the process to last no more than 3 weeks from start to finish. Whether interviews are held over video call or in person will depend on your location and the role.

• Self Video / TA Interview: A ~30-minute chat with Talent Acquisition to discuss your last 1–2 roles and understand your experience in more detail.
• Case Study: A ~60-minute chat with the Hiring Manager, presenting real-life challenges this role faces and your approach to solving them.
• Soft-Skills Assessment: A ~60-minute chat with a member of the HR or leadership team, diving into recent work situations to understand how you think and work.
• Offer + Reference Interviews: A non-binding verbal or email offer, followed by short phone or video calls with references you provide.

Background Screening

Please be aware that Sleek is a regulated entity and is required to perform different levels of background checks on staff depending on their role. This may include using external vendors to verify the following:

• Your education
• Any criminal history
• Any political exposure
• Any bankruptcy or adverse credit history

We will ask for your consent before conducting these checks. Depending on your role at Sleek, an adverse result may prohibit you from passing probation.

By submitting a job application, you confirm that you have read and agree to our Data Privacy Statement for Candidates, found at sleek.com.

Benefits

Some other great things about working at Sleek…

• Humility and Kindness: A culture of not taking ourselves too seriously and being able to laugh. We are committed to creating and nurturing a diverse and inclusive environment.
• Flexibility: You'll be able to work from home. If you need to start early or late to cater to family or other needs, we don't mind — so long as you get your work done and communicate proactively. You can also work fully remote from anywhere in the world for 1 month each year.
• Financial Benefits: Competitive market salaries, generous paid time off, and holiday schedules. Certain staff are also eligible for our employee share ownership plan.
• Personal Growth: Lots of responsibility, autonomy, internal and external training programmes, and access to Sleek's AI centre of excellence. Our intention is that if you leave Sleek, you leave as a more well-rounded professional.

Sleek is a proudly certified B Corp. Since 2017, we've been committed to building Sleek as a force for good — joining a community of industry leaders like Patagonia, Ben & Jerry's, and P&G who are building an inclusive, equitable, and regenerative economy.