Growth-Focused Customer Success & Renewals Lead

We are looking for a customer focused, sales and data driven customer success person to join the team and contribute to Sleek’s growth!

• 8-10 years in Sales, Account management or Customer Success, in a role carrying sales target and customer facing abilities.
• Experience working with SMEs, startups, fast paced setups.
• Exposure to different cultures because Sleek clients are from all over the world.
• Ability to resolve issues by collaborating internally and externally.
• Familiar with Tableau, Zendesk, HubSpot.
• Experience handling complex customers and troubleshooting/escalations.
• Proactive to take up new projects to completion.
• 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:

• Sales Driven & Ownership: This shows reliability and helps build trust within the sales team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us.
• Humility: There is so much we don’t know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self-awareness and emotional intelligence.
• Structured Thinking & Target Focused: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you’re more analytical or creative in nature, keeping in view our business goals and being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team and customers.
• Data driven: We are a data rich business with ~15,000 small customers. Each decision we make can impact many more people than we realise - so it’s critical that we use sound data to support our strategies and review the success of our initiatives.
• Can have tough conversations in a positive way: It’s not a matter of if, but when difficult interpersonal situations arise. Disagreement, conflict and disappointment are a given in a fast moving business where people care about their work. People that proactively have tough conversations with kindness build empathy, trust and great working relationships. Strong language proficiency in English is required.
• Excellent listener and clear communicator: We have a variety of nationalities and for many people, English isn’t their first language. For you to excel, you’ll need to be present in your calls and make sure you properly receive and thoughtfully send messages to others in the business.
• Customer-centric: You always act with the best interest of the customer in mind and empathise with their situation to find the best solution for them and for Sleek.
• Problem Solving: You’ll need to be able to think on your feet as this role requires you to identify, diagnose, and resolve production issues quickly, reducing downtime. You will leverage your strong infrastructure and development skills in post-incident reviews to find the underlying cause of failures and prevent future incidents.
• Collaboration-Driven: You thrive in a cross-functional team environment, working closely with developers, product managers, and operations teams to ensure alignment on requirements and testing goals. You communicate effectively, advocate for quality throughout the development process, and proactively address potential issues before they arise, fostering a culture of shared responsibility for delivering exceptional software.
• Autonomous/ Entrepreneurial: Things move fast at Sleek and we are not a hierarchical organisation. We want the candidate to proactively seek out and own solutions without waiting for their manager to ask them. We want the candidate to have the confidence to execute solutions on their own and the experience to know when to ask questions.

What the job involves:

• Mission: To help Sleek achieve its revenue target by renewing all services in our existing clientele.
• Achieve cash collection targets on a monthly basis across renewals, upsells and upgrades.
• Be able to deliver customer satisfaction at the highest level.
• Ensure renewal rates are optimal on a monthly basis.
• Have a good understanding of own pipeline, track it in a data driven manner, prioritise ticket resolution to drive monthly targets.
• Collaborate with cross functional teams (accounting, corpsec, product, data) to improve renewal processes, share best practices with team and also be proactive in nature.