Summary
Overview
Work History
Skills
Timeline
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Lester Loh

Lester Loh

Customer Success Manager

Summary

Knowledgeable and dedicated customer success professional with extensive experience in SaaS industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience

Work History

CUSTOMER SUCCESS MANAGER

VTEX Ecommerce Platform Limited
08.2021 - 06.2025
  • Owned a portfolio generating $700K in ARR, ensuring customer retention and revenue growth across strategic accounts
  • Managed client relationships contributing to $80M in GMV, focusing on optimizing platform performance and transaction efficiency
  • Played instrumental role in client satisfaction by working with operational/professional service teams for proper resolution of service issues
  • Conducted in-depth client consultations and business reviews to understand their industry landscape, target audience, and competitive positioning, resulting in a comprehensive understanding of their business goals
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
  • Planned, developed, and conducted comprehensive training sessions for clients, ensuring a deep understanding of our products/services.
  • Monitored metrics and developed actionable insights to improve performance and GMV
  • Collaborate with stakeholders, including clients, partners, and project managers, to understand and analyze business requirements
  • Collaborate with development teams, system administrators, and other stakeholders to ensure seamless integration and implementation of the proposed solutions
  • Present technical solutions to clients in a clear and understandable manner, addressing their concerns and questions

SENIOR CUSTOMER SUPPORT SPECIALIST

HubSpot Asia Pte Ltd
04.2019 - 04.2021
  • Partner with our customers to effectively resolve issues/ troubleshoot through chat, email and chat.
  • Answer how-to questions and help customers navigate a variety of tools within HubSpot
  • Provide support & guidance to marketers, salespeople, and service professionals across the customer base that use the HubSpot software
  • Communicate thoughtful, customized solutions that help customers move forward and grow their business
  • Collaborate with internal teams such as account managers or sales teams and identify opportunities for existing customers to use more of our platform or services
  • Show composure, resilience, and flexibility as customer needs evolve and case volume changes.

LOGISTICS EXECUTIVE

Panasonic Asia Pacific Pte Ltd
01.2017 - 01.2019
  • Responsible for coordinating of exports/shipping operation to the global market
  • Liaise with external parties and coordinate shipments with different stakeholders
  • Responsible to generate shipping and transport documents for processing
  • Promote Custom Compliance Program to Panasonic group of companies in APAC region
  • Conduct periodic review and on-site audit to Panasonic group of companies in APAC region for improvements
  • Work closely with respective logistics members and business units in the SE Asia & Oceania Region
  • Liaise with government officials for updates on regulatory information & meetings for dissemination
  • Lead, organise and support regional customs compliance
  • Analyse and assess compliance level of each company in this region for achieving target
  • Analyse and assess applicable Free Trade Agreement usage for import duty reduction
  • Conduct training on trade compliance related topics

OPERATIONS EXECUTIVE

Rainbow Courier & Logistics
02.2016 - 02.2017
  • Managing of IT equipment deliveries & seasonal delivery services
  • Providing solutions to IT asset recovery
  • Manpower and resource allocation

REAL ESTATE AGENT

ERA Realty Network Pte Ltd
01.2014 - 01.2016
  • Maintained connections with clients to encourage repeat business and referrals.
  • Communicated with clients to understand property needs and preferences.
  • Liaised between buyers and sellers to provide positive experiences for both parties.
  • Generated leads for sales and rental properties through cold calls and referrals.
  • Negotiated, facilitated, and managed real estate transactions.

Skills

  • Customer Relationship & Communication

  • Account Management

  • Revenue Growth

  • Communications

  • Technical Support

  • Adaptability

Timeline

CUSTOMER SUCCESS MANAGER

VTEX Ecommerce Platform Limited
08.2021 - 06.2025

SENIOR CUSTOMER SUPPORT SPECIALIST

HubSpot Asia Pte Ltd
04.2019 - 04.2021

LOGISTICS EXECUTIVE

Panasonic Asia Pacific Pte Ltd
01.2017 - 01.2019

OPERATIONS EXECUTIVE

Rainbow Courier & Logistics
02.2016 - 02.2017

REAL ESTATE AGENT

ERA Realty Network Pte Ltd
01.2014 - 01.2016

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Lester LohCustomer Success Manager