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.