Junior Customer Success Manager

fileai

1-3 Years

Singapore

Posted 23 hours ago

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Job Description

About the Company

About FileAIFileAI is building the future of intelligent document processing. We help enterprises automate extraction, classification, and analysis of unstructured data at scale. Our platform combines proprietary large language models with deep workflow integration to turn documents into structured, actionable output — in seconds, not hours. We're a fast-growing team with customers across financial services, insurance, legal, and logistics, and we're backed by leading regional investors.

About the Role

The RoleWe're looking for a Junior Customer Success Manager to own the post-sale experience for a portfolio of FileAI customers. You'll be the primary point of contact from onboarding through renewal, ensuring customers achieve measurable outcomes and expand their use of the platform over time. This is a foundational role on a growing CS team — you'll have direct exposure to product, engineering, and sales leadership, with a clear path to senior CS or account management responsibilities.

Responsibilities

Own onboarding: Lead new customers through implementation, from kickoff to first value, ensuring smooth integration and clear adoption milestones.
Drive outcomes: Work with customers to define success metrics, track progress against goals, and demonstrate ROI throughout the relationship.
Build relationships: Develop trusted advisor status with key stakeholders — from operations leads to C-suite sponsors — through proactive engagement and strategic counsel.
Expand revenue: Identify upsell and cross-sell opportunities within your book, partnering with Sales to grow account value.
Protect revenue: Monitor health signals, address churn risk early, and own the renewal process end-to-end.
Be the voice of the customer: Distill customer feedback into actionable product insights and advocate for customer needs internally.
Improve processes: Contribute to playbooks, templates, and CS tooling as we scale the function.

Required Skills

1–3 years of experience in customer success, account management, or a client-facing role at a B2B SaaS or technology company.
Track record of owning outcomes: You've managed a book of business, hit retention or expansion targets, or led customers through complex implementations.
Strong communicator: You can translate technical concepts for non-technical audiences and build rapport quickly across seniority levels.
Organised and detail-oriented: You manage multiple workstreams without dropping balls, and you're comfortable in CRM and project management tools.
Problem-solver: You diagnose root causes, escalate effectively, and don't stop until the customer is unblocked.
Comfort with ambiguity: We're early-stage and evolving fast. You thrive in environments where processes are being built, not just followed.

What We Offer