SG - Customer Success Manager

About inline 

inline is a software startup focused on maximizing restaurant efficiency managing tables and reservations. We have thousands of restaurants including leading chain brands, Michelin-starred restaurants, shopping malls, and busy brick-and-mortar restaurants. We also partner with food-tech platforms, social apps, and various media services to grow the exposure and business for inline restaurant customers.

Our team is launching and exploring more global opportunities in key cities, including Tokyo, Osaka, Hong Kong, Taiwan, Kuala Lumpur, Vancouver, Melbourne, Sydney, and the cities in the US. For people with solid professional skills and talent, who are highly motivated to expand their careers and learn in a fast, flexible environment, we have several opportunities to build the business with our team and write the legend with inline for the next thousand partners at a rapid pace.

We are looking for:

We are currently seeking an aggressive, high-energy, and result-driven Customer Success Manager who thrives on challenges and growth in a fast-moving environment. As a Customer Success Manager at Inline, you will work closely with our restaurant partners, customer support team, revenue operations, product, sales, marketing, and operations teams to optimize restaurant relationships and provide maximum value for both Inline and our clients.

***Please note:

• This position does not provide visa sponsorship. The role is open to applicants who already have the right to work in Singapore.
• The job requires Japanese language proficiency (written and spoken) because the role involves regular engagement with our Japanese-market clients/partners.
  
  

Key Responsibilities

• Revenue Growth & Service Activation: Maintain regular contact with partner restaurants and activate key revenue-driving services, including TMS, food ordering, integration partnerships rollout, and other add-ons.
• Account Retention & Churn Prevention: Meet or exceed goals for account retention rate, satisfaction, and adoption by developing churn indicators, planning rescue strategies, and revamping account care flows.
• Key Account Relationship Management: Build long-term relationships with the most important clients in the area, serving as a key influence in their business operations to maximize engagement and satisfaction.
• Client Support & Best Practices: Manage a portfolio of existing key clients, providing support during product implementation, advising on best practices, assisting with new product/feature launches, and resolving product-related issues.
• Data-Driven Decision Making: Leverage strong analytical skills to evaluate initiative performance and prioritize efforts with the highest return on investment.
• Cross-Functional Collaboration: Work closely with National, Regional, and Global internal teams to solve problems and ensure client feedback drives product and operational improvements.
• Restaurant Onboarding & Training: Onboard new restaurants and retrain existing partners as needed to ensure consistent adoption of inline in daily operations.
• Brand Advocacy: Act as an ambassador for the inline mission, brand, and product in all client interactions.

Preferred Experience & Personal Traits

• Language & Work Authorization: Legal authorization to work in Singapore; fluent in Japanese, English, and Mandarin.
• Professional Background: Minimum 2 years of hands-on experience in B2B sales, account management, strategy, operations, or startup environments. SaaS and F&B industry experience preferred.
• Proactive & Hands-On Mindset: Comfortable getting your hands dirty — fast thinking on your feet, navigating fire-drill situations, and building strategic partnerships with restaurants.
• Problem-Solving: Resourceful and persistent; when you see a problem, you think out of the box until it’s fixed.
• Communication & Influence: Outstanding interpersonal skills with the ability to persuasively communicate recommendations and effectively champion customer needs.
• Cross-Team Collaboration: A proactive partner across teams who holds stakeholders accountable for business results.
• Data Storytelling: Ability to distill complex data sets into simple, digestible takeaways for senior leaders and managers.