Customer Success Manager
Apply nowLocation: 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 Manage 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
3
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