Customer Service Manager

Company Description

NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

Job Description

We are looking for an experienced and dynamic Lead Customer Success Manager to head our customer success team. This role is pivotal in driving customer satisfaction, retention, and growth by leading a team of success managers and ensuring our clients achieve maximum value from our IT solutions. The ideal candidate combines strong leadership skills with deep technical and business acumen.

Key Responsibilities

1. Leadership & Team Management

Lead, mentor, and develop a team of Customer Success Managers.

Establish best practices, processes, and KPIs for customer success.

Foster a culture of accountability, collaboration, and continuous improvement.

Track and drive activities to achieve financial KPIs.

2. Strategic Customer Engagement

Oversee onboarding, adoption, and retention strategies for key accounts.

Build executive-level relationships with clients to ensure long-term success.

Act as an escalation point for complex customer issues.

3. Customer Success Strategy

Define and implement scalable customer success frameworks.

Collaborate with delivery teams to align customer needs with company goals.

Drive initiatives to improve customer satisfaction scores and increase customer spending.

4. Revenue Growth & Retention

Identify opportunities for upselling and cross-selling service offerings.

Follow through with renewals and expansion deals.

Monitor account health and proactively mitigate churn risks.

5. Data-Driven Insights

Analyze customer usage data and feedback to inform service improvements and identify upsell opportunities.

Provide regular reports to senior leadership on customer success metrics.

Use insights to refine strategies and enhance customer experience.

Qualifications

What You'll Need

Bachelor’s degree in IT, Business, or related field.

5+ years of experience in customer success, account management, or IT consulting, with at least 2 years in a leadership role.

Strong understanding of managed services, End User Computing solutions and financial P&L concepts.

Proven track record of managing teams and driving customer retention.

Excellent communication, negotiation, and stakeholder management skills.

Proficiency with Excel, CRM and ITSM platforms.

Desired Attributes

Visionary leader with a customer-first mindset.

Analytical thinker who leverages data to drive decisions.

Skilled at balancing strategic planning with hands-on execution.

Collaborative and adaptable in a fast-paced IT environment.

Additional Information

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.

Scam Alert

We are aware of fraudulent job offers and impersonations of NCS recruiters. Phishing emails using convincing-looking but fake addresses are also commonly used to trick you into thinking that they come from official NCS sources.

Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender’s email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings. When in doubt, verify the sender’s identity by contacting us at reachus@ncs.com.sg.