Customer Success Manager Singapore

ON24 is on a mission to help businesses bring their go-to-market strategy into the AI era and drive cost-effective revenue growth. Through its leading intelligent engagement platform, ON24 enables customers to combine best-in-class experiences with personalization and content, to capture and act on connected insights at scale.

ON24 provides industry-leading companies, including 4 of the 5 largest global software companies, 3 of the 5 top global asset management firms, 3 of the 5 largest global pharmaceutical companies and 3 of the 5 largest global industrial companies, with a valuable source of first-party data to drive sales and marketing innovation, improve efficiency and increase business results. Headquartered in San Francisco, ON24 has offices globally in North America, EMEA and APAC. For more information, visit ON24.com.

Role Overview:

Based in our Singapore office, Customer Success Managers (CSMs) are responsible for the relationship between ON24 and clients. This role is responsible for the effective and successful coordination of setup, implementation, training and maintenance on various ON24 Products and Platforms, as well as partner products and platforms. This is a role which requires an organized individual, who is comfortable interfacing with clients across APAC, handling multiple projects with both long and short timelines, and facilitating projects involving sales, engineering, finance, and external client teams.

Responsibilities:

Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value

Conduct frequent reviews with accounts to determine customer satisfaction, risk, and drive KPI’s

Maintain healthy customer engagement levels by identifying low utilisation and providing solutions to further drive customer success

Act as client point-of-contact to ensure successful execute of all client engagements.

Consistently meet project timelines and ensure client expectations are exceeded

Onboard new customers to hit key milestones. These activities are in partnership with cross functional teams to facilitate account setup, implementation, training, and ongoing account review and modification

Assist with the renewal process for annual renewal of accounts

Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to improve operational processes and act as voice of the customer with those teams to drive better customer results.

Ensure customers have ongoing guidance and access to the supporting tools ON24 hosts to support enablement including; client training portal, knowledge centre, platform support ticketing system (chat, email and phone).

Skills & Experience:

At least 3 years of work experience in Customer Success Management or Account Management

A bachelor's degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities

The ability to work effectively with all levels of the organisation to effectively complete assigned projects within the specified timeline

Professional experience with Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce

Excellent organisational, planning, and communication skills

Integrity, Creativity, Intellectual Curiosity, High Standards, Persistence, and Achievement oriented

Proven ability to collaborate and build strong relationships with customers especially at the Executive level

What We Currently Offer:

Be part of an evolving tech business that moves at a fast pace, combining the agility and innovation of a startup with the stability and scale of an established, global SaaS company.

Take ownership in your role with the autonomy to drive success, supported by clear strategy and structure.

Thrive in an entrepreneurial environment that values open dialogue, fresh ideas, and continuous innovation.

Enjoy a hybrid working model with regular in-person collaboration at our Singapore office located in WeWork on Beach Road.

Competitive compensation package, including equity and comprehensive benefits.

Reimbursements covering home office expenses and cell phone use

Weekly team lunch in the office

Insurance coverage for you and your immediate family

18 days of paid time off annually (above statutory requirements)

Access to our Employee Assistance Program (EAP) for you and your family

Participate in ad-hoc team events and company-sponsored social gatherings

EEOC:

ON24 is proud to be an equal employment opportunities (EEO) workplace to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ON24 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Pursuant to the San Francisco Fair Chance Ordinance, ON24 will consider for employment qualified applicants with arrest and conviction records.