Customer Success Manager - Hong Kong (Remote)

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.

1. 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
2. Demonstrated evidence of achieving a carried commission target with explicit proof of generating upsell or save revenue
3. Actively uses AI daily to execute and optimise their own work, rather than waiting for generated reports
4. Managing a customer pipeline in a data-driven way: CRM hygiene, pipeline reporting, and forecasting
5. 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:

1. Ownership - Reliable, accountable and proactive in seeking outcomes, owning mistakes, and pursuing professional development
2. Open and honest about shortcomings; receptive to feedback with a genuine growth mindset
3. Able to break down complex customer situations, prioritise effectively, and communicate a clear path forward
4. Uses metrics and data to guide decisions, track progress, and make the case for action
5. 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, this step may be initiated during the final interview stages.

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Requirement for background screening

Please be aware that Sleek is a regulated entity and as such is required to perform different levels of background checks on staff depending on their role. 

This may include using external vendors to verify the below:

• 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 on one of these checks 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: Humility is a core attribute we hire for, which means we have a culture of not taking ourselves too seriously and being able to laugh. Kindness is also incredibly important. 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 start late to cater to your family or other needs, we don’t mind, so long as you get your work done and proactively communicate. You can also work fully remote from anywhere in the world for 1 month each year

Financial benefits: We pay competitive market salaries and provide staff with generous paid time off and holiday schedules. Certain staff at Sleek are also eligible for our employee share ownership plan and can share in the upside of our stellar growth trajectory as we work toward listing on a prominent stock exchange in the Asia Pacific region.

Personal growth: You’ll get a lot of responsibility and autonomy at Sleek - we move at a fast pace so you’ll be making decisions, making mistakes and learning. There’s also a range of internal and external facing training programmes we run. We’re also at the forefront of utilising AI in our space and are developing a regional centre of AI excellence. It is our intention that if you leave Sleek, you leave as a more well-rounded person and professional.