Built by Samantha Yap using Claude AI — demonstrating how I design workflows, drive adoption at scale, and translate technical complexity into business outcomes
102.6%
Renewal Rate
90+
Accounts Managed
90%
Escalation Reduction
~8 hrs/wk
AI Time Saved
Why Customer Success in Observability
I've spent the last 4 years translating complex technical products into business outcomes for enterprise buyers across SEA and ANZ. The pattern is the same whether it's AML compliance software, B2B catering logistics, or solar energy systems — understand the customer's workflow, map the product to their pain, and make adoption stick.
Cloud monitoring is the next version of that same problem: helping technical and non-technical stakeholders see the value of infrastructure observability in their own language.
Technical Translation
Translated AML/KYC compliance SaaS for C-suite buyers across SEA and ANZ — keynotes at ACAMS Australasia
NRR & Account Expansion
2x account expansion, 102.6% renewal rate across a $145–200K enterprise portfolio
Bilingual (EN/CN)
Native English + Mandarin — critical for ASEAN enterprise buyers in Singapore, Malaysia, Greater China corridors
Proactive Health Monitoring
Monitored account health signals against revenue targets to flag renewal risks — built the process from scratch
Three Career Tracks, One Thread
Every role connects to the same core skill: translating complexity into adoption. Click each track to see how.
🎯
Client Success / CSM
The title said Account Manager — the work was customer success.
102.6%
Renewal Rate
2×
Account Expansion
30%
Referral-Driven Growth
Exceeded renewal targets consistently across two quarters — expanding order value at two enterprise accounts by 2× across a $145–200K portfolio
Company A — Enterprise & Corporate Accounts
Managed 90+ accounts across enterprise, corporate and SMB segments — monitoring account health signals (order history, cadence, value) against monthly revenue targets to flag renewal risks early
Company A — $145–200K portfolio, 20+ key accounts
Won 30% of new business through client advocacy — consistent delivery drove referrals and 5-star reviews without a formal referral programme
Company B — B2C subscription sales & implementation
Reduced service escalations by 90% through structured communication checkpoints — pre-event briefings, onsite supplier discussions, post-event debriefs
Company A + Company B — built from scratch, adopted team-wide
🚀
Client Onboarding / Implementation
I've never inherited a playbook, which is why I know how to build one.
50+
Clients Onboarded E2E
2–3/day
Concurrent Onboardings
30%
Referral New Business
Owned full implementation lifecycle for 50+ clients — sign-up through handover — running 2–3 concurrent onboardings daily across enterprise and SMB
Company A + Company B
Built the onboarding framework from scratch — documented workflows in Notion, expanded vendor networks, established SOPs adopted team-wide
Company A — no existing playbook when she started
Guided new enterprise clients through full onboarding within 90 days — including a global luxury fashion brand as a new logo
Company A — enterprise segment
30% of new business from client advocacy — consistent onboarding quality drove referrals and 5-star reviews
Company B — zero upfront cost subscription model
📐
Programme Manager / Customer Enablement
Adoption isn't a product problem. It's a change management problem.
200+
Educators Trained
3
Countries Scaled
90%
Escalation Reduction
Trained 200+ educators across 3 countries to change how they taught — co-led digital migration into e-learning modules during COVID
Company D + Company E — Singapore, Malaysia, Myanmar
Applied the same behaviour change systems to enterprise client onboarding — SOPs that cut escalations by 90%
Company A + Company B — framework adopted team-wide
Built brand presence from scratch in a new market — keynotes at industry conferences and webinars for enterprise prospects across SEA and ANZ
Company C — Enterprise SaaS (compliance/regulatory)
Coached 80+ students with learning and behavioural needs — Winner of national Outstanding Contribution Award (2015)
Company E — Ministry of Education, Singapore
Fit Scoring Framework
Every role is scored across 5 weighted domains out of 120, converted to a percentage. Designed to prevent emotional decision-making during a job search.
A 6-stage automated pipeline using Claude AI. Every decision point has a human check — AI generates, I verify.
Automated Lead Discovery
Every Monday at 9am, my AI agent runs 6 parallel job searches and scans email for LinkedIn/Glassdoor alerts — deduplicating against 45+ previously seen roles.
Input
6 search queries × Singapore
AI does
Runs searches, parses alerts, deduplicates
Output
7 new leads from 52 raw listings in < 2 min
Automated Hard Filtering
Each lead is checked against 4 non-negotiable filters. Fail any = skip with one-line explanation.
Input
7 new leads
AI does
Extract salary, hybrid, weekends, travel
Output
4 pass, 3 skipped
💰
Salary Floor
≥ $5K SGD/month
🏢
Hybrid/Remote
Must offer hybrid
📅
No Weekends
No consistent evenings
✈️
Travel
Flag if > 25%
Weighted Fit Scoring
5 domains scored 1–10, weighted and converted to %. Each score includes a rationale for human verification.
Input
Filtered leads + JDs
AI does
Score, weight, assign verdict
Output
Scored leads + rationale
Tailored Materials Generation
For roles ≥ 67: tailored resume from 4 baselines, cover letter, ATS keyword audit — target 80%+ match rate.
Input
Role ≥ 67 + baseline
AI does
Rewrite bullets, keyword gap analysis
Output
Resume + CL + ATS table
75+ Cold Outreach Package
STRONG GO roles get same-day HM outreach. This rule exists because 3 cold submissions died — while the one with a Loom video within 24 hours is still alive.
Input
STRONG GO + HM research
AI does
Research HM, draft email + Loom script
Output
Cold email + 90s Loom
Pattern that drove this rule:
✗ Company A (78) — cold, died✗ Company B (78) — cold, died✗ Company C (70) — cold, died✓ Company D (78) — Loom sent, still active
Friday Pipeline Review
Automated weekly review: pipeline snapshot, sprint metrics, coaching notes, and Monday handoff with prioritised actions.
Took complex SaaS products (AML compliance, energy systems, B2B logistics) and built ROI narratives for C-suite buyers — the same skill observability CSMs need to connect infrastructure metrics to business outcomes.
Proactive Account Health
Monitored renewal signals across 90+ accounts and built the health-monitoring process from scratch — no inherited dashboard, no existing playbook. Applied the same discipline to my own job search pipeline.
AI Workflow Design
Designed a 6-stage automated pipeline with clear inputs, AI processing, and human-verified outputs. Rules evolve weekly based on observed conversion patterns — not theory.
Scale Through Systems
From training 200+ educators across 3 countries to managing 90+ accounts with team-wide SOPs — every role has been about building repeatable systems that others can run.