Customer Success Manager - Hong Kong (Remote)

About this role

About Sleek

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 high-growth 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 600 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 companies to achieve a public listing in the Asia Pacific region.
Requirements
Mission: To achieve Sleek’s Hong Kong revenue targets by renewing services across the existing clientele, driving cash collection through upsell and upgrades, and delivering a seamless, high-satisfaction customer experience throughout the renewal lifecycle.
Outcome 1 — Renewal Rate and CSAT Targets

• Consistently achieve a carried commission target focused on saved revenue, expansionary upsell targets and overall portfolio renewal rate and across the Hong Kong client base

• Drive commercial motions explicitly through active calls and meetings (not just email or WhatsApp) to identify and close upgrades, while improving CSAT scores, ensuring customer trust and satisfaction throughout each renewal
Outcome 2 — Complex Churn Saves and Escalation Management

• Successfully manage at-risk accounts by executing complex saves, win-backs, and resolving escalated doubts about Sleek.

• Maintain a high volume of direct customer conversations to de-escalate issues that automated systems cannot handle.
Outcome 3 — Customer Investigation & Issue Resolution

• Initiate investigations of escalation and work cross-functionally with accounting, corpsec, product, and data teams that resolve and ensure renewal is secured
Outcome 4 — Pipeline Management & Monthly Targets

• Maintain a thorough understanding of the book of business; manage the pipeline in a data-driven manner using CRM and reporting tools
Outcome 5 — Cross-Functional Collaboration & Best Practice

• Partner with accounting, corpsec, product, and data teams to improve renewal processes and the end-to-end customer experience

• Proactively share best practices with the wider Customer Success team; contribute to a culture of continuous improvement

Must-have Experience
To do this, you will have a minimum of 5 years experience in Renewals, or Customer Success management roles and you will be located in the Philippines.

• Minimum 4 to 5 years of experience with a strong commercial track record (Customer Success or Sales), prioritising driven commercial profiles over standard renewals tenure

• Demonstrated evidence of achieving a carried commission target with explicit proof of generating upsell or save revenue

• Actively uses AI daily to execute and optimise their own work, rather than waiting for generated reports

• Managing a customer pipeline in a data-driven way: CRM hygiene, pipeline reporting, and forecasting

• Strong written and spoken English; ability to communicate clearly with Hong Kong-market clients

Behavioural fit is also important at Sleek, and we will be looking for candidates that have a proven track record of embodying the below attributes in their recent roles:

• Ownership - Reliable, accountable and proactive in seeking outcomes, owning mistakes, and pursuing professional development

• Open and honest about shortcomings; receptive to feedback with a genuine growth mindset

• Able to break down complex customer situations, prioritise effectively, and communicate a clear path forward

• Uses metrics and data to guide decisions, track progress, and make the case for action

• Comfortable raising uncomfortable matters constructively; listens to and acts on feedback
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 the interviews are held over video call or in person will depend on your location and the role.

One Way Video Interview / Screening call with TA
Selected candidates will be invited to complete a short, one-way video interview. Depending on the results, candidates may then progress to a ~30-minute screening call with a member of our Talent Acquisition team to explore their experience and discuss the role in more detail..

Technical round
A ~60-minute session with the Hiring Manager, including a live case study and roleplay—acting as if you’re already in the role—to test your role fitment. They will also discuss your last 1–2 roles to explore your background in more detail.
Behavioural fit assessment
A ~45 minute chat with a member of the leadership team, where they will dive into some of your recent work situations to understand how you think and work.
Reference verification
Prior to final offer confirmation, we will conduct one professional reference check with your recent direct manager or supervisor. To keep the process moving smoothly,…