Head of Customer Success

1 week ago

Singapore NEXTBEAT SINGAPORE PTE. LTD. Full time

The Role
As Head of Customer Success, you will define and lead the strategic direction of the customer success function, ensuring clients receive proactive, high-quality post-implementation support aligned with business objectives. You will oversee help desk operations, service level agreements (SLAs), customer audits, and continuous service improvement initiatives. A key part of your role will be mentoring and developing a team of engineers to deliver exceptional service and client satisfaction.

Key Responsibilities:
・Design and implement a company-wide customer success strategy focused on driving retention, satisfaction, and long-term loyalty.
・Lead post-implementation service delivery, ensuring system uptime, proactive maintenance, and operational stability.
・Oversee help desk performance and ticket management to ensure SLA adherence and timely issue resolution.
・Act as the primary escalation point for complex customer challenges, collaborating across departments to resolve issues effectively.
・Conduct regular performance audits and implement feedback mechanisms to continuously improve service standards.
・Leverage customer data and analytics to uncover insights, identify risks, and drive innovation.
・Define and monitor key performance metrics, including Net Revenue Retention (NRR), Customer Health Score, and SLA Compliance.
・Recruit, develop, and lead a high-performing team, fostering a customer-centric and data-driven culture.
・Work closely with Product, Sales, and Technical teams to align customer success efforts with broader business strategy.

Qualification and Requirements
・Bachelor’s degree in Business, Information Technology, or a related field.
・8+ years of experience in customer success, technical support, or a similar role, including at least 3 years in a leadership capacity.
・Demonstrated ability to align customer success initiatives with business growth and strategic goals.
・Deep understanding of post-implementation service delivery, SLA governance, and support operations.
・Hands-on experience with help desk platforms, customer success tools, and IT service frameworks (e.g., ITIL).
・Proven capability to design and execute comprehensive success strategies that enhance the overall customer journey.
・Strong relationship-building skills with a focus on client engagement, satisfaction, and retention.
・Proficiency in analyzing customer data to anticipate needs, resolve issues proactively, and improve the customer experience.
・Ability to streamline processes to improve service delivery and increase team efficiency.
・Skilled at championing the customer voice internally and influencing stakeholders to prioritize client needs.
・Empathetic leadership style that fosters trust, collaboration, and team cohesion.
・Agility in managing organizational change, adopting new technologies, and navigating dynamic environments.
・Solid understanding of revenue impact from customer success, with a focus on identifying upsell, cross-sell, and churn reduction opportunities.

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