Job Title:                     Director-Customer Success

Industry:                      Information Technology

Location:                     Singapore

Salary:                         Competitive Salary Package + Benefits

Responsibilities:

• Drive the strategy and alignment to deliver key company and customer success objectives including but not limited to - GRR, NRR, Advocacy and Product adoption
• Ensure positive business value and transformational impact for our customers through adoption of innovative Company products and services
• Relationship building
  • build strategic relationships with key customer contacts across different levels in customers’ orgs
  • Create evangelists and champions by enabling and supporting key members of our growth community
  • Build and nurture C-level relationships across accounts in the portfolio to solidify existing relationships while expanding Company footprint
• Create repeatable and scalable processes to enable 10X growth
• Work closely with the Sales organizations to ensure adoption and expansion of Company in key accounts
• Leadership
  • Lead the team of CSMs to overachieve their operational metrics
  • Grow and manage a strong team of enthusiastic and hardworking CSM by mentoring, coaching and performance management
  • Collaborative leadership style with ability to influence peers and resources from different groups in the company to ensure customer satisfaction and success
• Manage key customer escalations and red accounts by mobilizing and leveraging resources from across the company as needed
• Work with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoption.

Qualification:

• Customer Success and Digital transformation professional with 10+ years of experience in leading success and services organization in a SAAS company
• Experience of Managing $25 M + USD portfolio of B2C customers across different segments and geographies
• 7+ years of experience in managing globally distributed teams with at least 5+ years of experience in managing 1st line managers
• Strong technical and innovation aptitude is a must
• A technical degree, with an MS or MBA

• Strong background in technology and/or business transformation consulting is a strong plus.