Head of Institutional Client Growth

5 days ago

Singapore beBeeCustomerSuccess Full time $180,000 - $200,000
About the Position

We are seeking a seasoned professional to spearhead our customer success function, driving institutional client engagement, retention, and growth while establishing scalable processes and high-performing teams.

This leadership role will play a pivotal part in transforming customer success into a strategic growth driver for the organization.

Key Responsibilities:

  • Leadership & Strategy: Develop and lead the Customer Success Management team, defining and implementing strategies to maximize client engagement, retention, and lifetime value. Partner with Product, Operations, and Sales to deliver seamless client experiences.
  • Client Engagement & Retention: Act as the senior point of contact for key institutional clients, establishing proactive client success frameworks for smooth onboarding, adoption, and retention. Collect client feedback and translate insights into product and service improvements.
  • Operational Excellence: Develop KPIs and success metrics to monitor and improve client satisfaction and retention. Build scalable systems, playbooks, and reporting structures for the CSM team, driving continuous improvement in customer experience through data-driven decisions.
  • Team Development: Recruit, mentor, and manage a high-performing CSM team, providing training and coaching to ensure team members deliver consistent client success. Foster a culture of collaboration, accountability, and customer-first mindset.
Requirements
  • Bachelor's degree in Business, Finance, or related field.
  • 8+ years of customer success, account management, or institutional client services experience, ideally in exchange, fintech, or SaaS industries.
  • Proven track record of building and leading a customer success function.
  • Strong knowledge of institutional client needs within financial services or trading platforms.
  • Excellent communication and relationship management skills.
  • Data-driven mindset with the ability to design and track performance metrics.
  • Fluency in English required; Mandarin proficiency is a plus.
  • Based in Singapore, with flexibility to manage regional teams and clients.
Compensation & Benefits
  • Competitive salary package
  • Performance-based bonus
  • Equity options tied to long-term growth
  • Opportunity to lead and scale a mission-critical function within a high-growth exchange
  • International exposure and collaboration across global markets

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