Customer Success Manager, Singapore

ABOUT D-EDGE

Have you ever booked a hotel online? Then you've probably used D-EDGE without knowing it.

Every day, we help more than 17,000 hotels worldwide develop their online visibility and sales through leading-edge cloud-based e-commerce solutions. As a subsidiary of the Accor group, D-EDGE simplifies the lives of independent hotels and hotel chains alike.

D-EDGE is the European No.1 and World No.3 hotel distribution technology provider in hospitality. With a team of more than 500 experts located in over 20 countries, D-EDGE provides localized support, services, and tools. With its global network of 500+ partners, D-EDGE's ever-expanding ecosystem is a positive place to do business and grow.

At D-EDGE, we are driven by these 4 key values:

We care about people #PEOPLEFIRST

We dare to share #OPENCOMMUNICATION

We embrace change #ADAPTABILITY

We go the extra mile #GOBEYOND

WHAT YOU'LL DO

D-EDGE is looking for a proactive and customer-focused Customer Success Manager to join our APAC team in Singapore.

The ideal candidate will be responsible for managing and growing a portfolio of hotel clients by ensuring successful product adoption, client satisfaction, operational excellence, and long-term retention. Acting as a trusted advisor post-sales, you will work closely with both decision-makers and operational teams to help clients maximize the value of D-EDGE solutions.

This role requires strong relationship management, project coordination, and problem-solving skills, as well as the ability to collaborate effectively with cross-functional teams in a fast-paced and international environment.

Product Adoption

• Work closely with hotel clients to optimise their distribution strategy and drive long-term growth.
• Drive adoption across the D-EDGE product suite through usage and adoption campaigns.
• Organise and conduct product demonstrations and training sessions when required.
• Coordinate client product upgrades and migration processes.
• Support clients in maximising the value and usage of D-EDGE solutions.

Operations & Project Management

• Guide clients through onboarding and implementation milestones in collaboration with the Implementation team.
• Coordinate internally with Product, Development, Client Services, and Support teams.
• Ensure support and incident communications are properly handled and provide relevant solutions.
• Define and maintain client technical setups through schematic diagrams and documentation.
• Manage client projects, including project scoping, planning, governance, and follow-up actions.
• Collect client feedback and collaborate with internal teams to drive continuous improvement.
• Develop service plans and strategies to ensure high-quality client service delivery.
• Collaborate with the Marketing team to support client testimonials, product ambassadors, referrals, and engagement initiatives.

Expansion

• Identify opportunities to enhance or expand product usage within existing accounts.
• Collaborate with Sales teams on upsell and cross-sell opportunities.
• Support commercial proposals for strategic accounts when required.
• Provide strategic recommendations based on client business needs.
• Contribute to revenue growth through customer retention and expansion initiatives.

Satisfaction

• Anticipate client challenges and proactively address potential risks within accounts.
• Analyse client needs and ensure alignment across internal stakeholders.
• Monitor key customer success KPIs including NPS, CSAT, product adoption, and engagement metrics.
• Develop and implement action plans to improve client satisfaction and engagement.

Retention

• Build strong long-term relationships with clients and act as a trusted advisor post-sales.
• Proactively manage account portfolios to drive retention and minimise churn risks.
• Lead regular client meetings including bus