Director, Customer Success

2 weeks ago

Singapore V V TECHNOLOGY PTE. LTD. Full time

Design, execute, and continuously optimize customer success strategies for the company in Southeast Asia to ensure customer satisfaction and retention meet the expected goals.
- Responsible for building and managing the customer success team.
- Develop and implement customer training plans to help customers better understand and use the products, thereby enhancing customer satisfaction and product stickiness.
- Conduct in-depth analysis of customers' business needs and feedback to provide customized solutions that ensure customers maximize the utilization of product features.
- Regularly monitor customer usage and satisfaction, evaluate the effectiveness of customer success strategies through data analysis, and provide relevant reports to management.
- Collaborate closely with the product development and sales teams to gather customer needs, provide suggestions for product iterations, resolve customer issues, and continuously improve products and services.
- Establish and maintain long-term customer relationships through regular follow-ups and communication to enhance customer loyalty.
- Analyse customer usage data, identify renewal and expansion opportunities, drive value-added services and product upgrades, and increase the customer lifetime value.

**Requirements**:

- 8-10 years of experience in customer success management or customer support in the SaaS software/IT/internet industry, with at least 3 years in a managerial position.
- Familiar with Southeast Asia markets; experience in building teams from scratch in a startup environment is a plus.
- Bachelor’s degree or above, preferably in marketing, business management, information technology, or a related field.
- Experience in SaaS product customer success management, with an understanding of SaaS customer needs and service models.
- Excellent team building and management skills, with strong communication, coordination, and leadership abilities.
- Fluent in Chinese and English to liaise with China associates.

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