Customer Success Consultant
Description
At JobTech Pte Ltd, we are on a mission to help organisations unlock the full potential of their people through smarter talent development. Our platform enables HR and People teams to deliver tailored growth, career pathways, and performance journeys across their workforce.
With the integration of AI across our platform and workflows, we are elevating the Customer Success role. By automating routine administrative tasks and issue tracking, our Customer Success Consultants focus on high-value, strategic deliverables. In this role, you will serve as a trusted advisor to HR leaders, driving talent transformation strategies, maximising platform usage, and preventing churn across your customer portfolio.
Key Responsibilities
Strategic Advisory, Adoption & Churn Prevention
Act as a strategic partner to C-suite and HR leaders, aligning platform capabilities with corporate talent development goals and KPIs.
Leverage AI analytics to monitor platform usage trends, identify risk signals early, and execute targeted retention strategies to prevent churn.
Lead high-impact Executive Business Reviews (EBRs) and success planning sessions, presenting data-driven insights and value metrics.
Partner with customers on change management strategies to drive deep product adoption across active users and key features.
Identify expansion and cross-sell opportunities within existing accounts to grow portfolio revenue.
Implementation, Onboarding & Project Delivery
Manage end-to-end onboarding and feature rollout projects within structured timelines.
Run tailored training sessions, workshops, and executive briefings to ensure high user readiness and fast time-to-value.
Track onboarding milestones and KPIs to ensure timely, seamless platform launches.
Support Escalation & Continuous Improvement
Oversee critical support escalations, ensuring prompt, high-touch communication for complex issues.
Collaborate with internal Product, Support, and Engineering teams to feed customer insights into the product roadmap.
Refine Customer Success workflows by utilising AI tools to streamline routine tracking and ticket handling.
Requirements
Experience: 3+ years in a Customer Success, Strategic Account Management, or SaaS Implementation role.
Domain Knowledge: Proven experience working with HR/People teams or within the HR Tech/SaaS space.
Strategic Mindset: Demonstrate ability to lead conversations, deliver strategic reviews, and drive business value.
Presentation Skills: Comfortable at leading product demos and doing product or data presentation to customers and stakeholders.
Data-Driven & Tech-Savvy: Comfortable leveraging AI tools, usage analytics, and data reporting platforms to identify risks and opportunities.
Tools Expertise: Familiarity with Hubspot, Github, project management suites, or similar enterprise tools.
Preferred / Bonus Qualifications:
Background in L&D, Organisational Development, performance management, or skills frameworks.
Experience leveraging generative AI or automation tools to optimise workflow efficiency.