Global Head of Client Success Transformation

6 hours ago

Singapore beBeeRegulatory Full time

Job Title: Global Head of Client Success

Join our mission to transform the financial services landscape by building trust for financial institutions.

About This Role
  • This position plays a pivotal role in aligning customer journeys with our broader mission of creating a safer and more trusted financial ecosystem.
  • You will lead a unified global function comprising Client Support and Client Experience, ensuring every client realizes the full value of our technology.

Key Responsibilities:

  • Leadership & Organizational Design
    • Arcitect and lead a global Client Success function that brings together support and experience under a single strategic vision tailored to regulatory technology.
    • Build geographically distributed, customer-facing teams aligned with our enterprise clients across banking, payments, and fintech segments.
  • Client Lifecycle Management in RegTech Context
    • Design post-sales engagement strategies for complex B2B implementations in compliance environments.
    • Champion lifecycle strategies aligned with AML compliance workflows — from onboarding and name screening to transaction monitoring and risk investigations.
  • Customer Support Excellence
    • Oversee a mission-critical support function that ensures platform uptime and SLA adherence for our hybrid deployments (cloud/on-prem).
    • Establish support excellence practices for production incidents and service requests, especially for clients operating in highly regulated jurisdictions.
  • Product Adoption & Strategic Engagement
    • Lead the delivery of Quarterly Business Reviews (QBRs), monitor usage telemetry, and drive proactive interventions to optimize product adoption.
    • Act as the executive sponsor for high-value clients ensuring our innovations — such as federated learning and model governance — translate into real-world impact.
  • Customer Advocacy & Feedback Loop
    • Create structured Voice of the Customer (VoC) programs to integrate client input into our roadmap, especially for emerging compliance needs (e.g., crypto regulations, beneficial ownership frameworks).
    • Represent the customer in shaping federated model training, explainability enhancements, and customization capabilities of our AI models.
  • Commercial Impact & Expansion Strategy
    • Drive Net Revenue Retention (NRR) by embedding success-led growth and identifying upsell/cross-sell triggers in collaboration with our cross-functional teams.

Purpose of this Role

This role exists to transform our post-sales operations into a globally integrated, client-centric, and metrics-driven function that delivers operational excellence and sustainable revenue growth.

You Will Thrive in This Role If You Are

  • A seasoned leader with experience in delivering client-centric solutions in compliance-driven industries.
  • Passionate about driving business growth through customer success and advocacy.
  • Familiar with regulatory technologies and their applications in financial services.

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