Customer Success Manager 🤝

Location: Singapore (Hybrid) with travel opportunities ✈️🇸🇬

 

At Groundup.ai, we aim to empower every workplace to become AI-driven 🤖—making cognitive maintenance 🧠⚙️ and operational excellence accessible to all. Our mission is to ensure that our clients don’t just use our AI tools, but embed them seamlessly into daily workflows 📊, reducing downtime ⏱️, improving performance 📈, and creating real-world impact 🌍.

As we continue to partner with fast-growing companies across manufacturing, aerospace, logistics, and maritime 🏭✈️🚢, we are looking for a driven and customer-obsessed Customer Success Manager 🚀 to join our mission. This is not your typical CSM role—at Groundup.ai, you represent the cornerstone of renewals and expansion 💎, driving lifetime value, retention, and growth across our global customer base 🌐. You’ll play a crucial role in ensuring customer satisfaction 😊 and expansion by driving maintenance operational excellence and strengthening reliability programs.

You’re skilled at deepening relationships 🤝 with senior stakeholders across industry and public sector, working with organizations such as Coca-Cola, Unilever, PUB, and SAF 🏢. We ensure our Enterprise clients achieve unparalleled success 🏆 through our solutions. As trailblazers in industrial technology 🔬, you will help deliver and communicate ROI 📊, foster long-term partnerships 💼, and drive world-class net revenue retention 📈.

You’ll work closely with a global team of engineers, product experts, and decision-makers 🌏 to drive adoption, manage long-term relationships, and unlock growth opportunities 🔓. If you thrive on creating impact 🌱, solving complex problems 🧩, and building strong client partnerships, Groundup.ai is the place for you.

We’ve won multiple prestigious awards 🏅, but what excites us most is building a smarter industrial world—with you on board 🚀.

Key Responsibilities 🧭

Account Management & Growth 📈

• Act as the primary point of contact for assigned customers, building strong and trusted relationships 🤝
• Drive customer satisfaction, retention, and revenue growth through renewals, upselling, and expansion opportunities 💰
• Serve as a strategic advisor, aligning Groundup.ai solutions with client business goals 🎯
• Present business reviews, performance reports, and value metrics to senior stakeholders 📊
• Identify upsell and cross-sell opportunities within existing accounts 🔍
• Strategically manage key accounts to maximize revenue growth and retention 💎
• Develop long-lasting client relationships with a strong focus on growth potential 🌱

Customer Enablement & ROI Delivery 💡

• Engage with customers to understand asset monitoring and maintenance needs 🛠️
• Support CGM (Cognitive Maintenance) projects and CMMS initiatives 📋
• Ensure optimal customer satisfaction and ROI through strong resource coordination 📈
• Drive account growth through successful delivery and relationship-building 🤝
• Analyze results and provide actionable recommendations to move customers from reactive to proactive maintenance 🔄
• Lead Quarterly Business Reviews (QBRs) to demonstrate value and uncover growth opportunities 📅

Embedding Our Solutions 🧠⚙️

• Lead onboarding and implementation of Groundup.ai’s CGM platform 🚀
• Support new project kick-offs, training stakeholders on-site and remotely 🏭
• Conduct detailed product demos showcasing technical advantages and ROI 🎤
• Collaborate with customer and technical teams to align solutions 🔧
• Support customers in embedding AI solutions into daily operations 📊
• Monitor system performance and proactively recommend improvements 📈
• Gather customer feedback for continuous product improvement 🔁

Requirements ✅

• At least 3 years of experience in Customer Success or Account Management 🧑‍💼
• Excellent communication and relationship-building skills 🗣️
• Proven experience engaging and influencing senior stakeholders 🏢
• Strong analytical and data storytelling skills 📊
• Ability to learn quickly and work independently ⚡
• Proactive, problem-solving mindset 🧠
• Strong organizational and time management skills ⏱️
• Bachelor’s degree in Business, Engineering, Automation, or related fields 🎓

Bonus Requirements ⭐

• Experience with CBM, CMMS, or PLC systems ⚙️
• Managing technical projects and cross-functional teams 🧩
• Proven success in driving customer growth in SaaS or technical environments 📈
• Expertise in real-time monitoring and automation 🤖
• Familiarity with MTBF, MTTR, and MTTA metrics 📉
• Experience with on-site installations and industrial environments 🏭
• Proficiency in HubSpot CRM and technical documentation 📂
• Willingness to travel up to 25% ✈️
• Valid driver’s license 🚗