Customer Success Regional Lead

**Location**

Singapore, Central Singapore

**Job Type**

Permanent

**Salary**

$15,000 - $23,000 Per Month

**Date Posted**

15 hours ago

Additional Details

**Job ID**

119763

**Job Views**

1

**Job Description**:
Roles & Responsibilities
**About us**:
**Digital commerce is built on trust. **At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers.** How do we do it? **Forter was founded on the insight that it's not about what is being purchased, nor where— but who is behind the interaction.
**The Forter Decision Engine** finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers—ensuring **everyone gets the experience they deserve. **Given that trust is central to how we operate, Forter is very much **driven by a defined set of values**. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We’re meticulous about strengthening our culture as we grow and ensuring **this is an environment where people can have outsized impact**.

**About the role**:
Do you enjoy driving customer satisfaction and working with customers to find creative ways to solve business challenges? Are you excited about nurturing relationships with users and learning about their business requirements?

If so, the Forter Customer Success team might be a great fit.

As the CS Region Lead for APAC, you will guide one of our fastest growing regions. Working with the local team and its clients, you will provide an effective escalation point for any team or client needs. You will onboard new team members, offering training and development to ensure our clients receive the best value. Your ability to organize, follow up, and be proactive about customer issues will continuously improve customer satisfaction. Your technical aptitude for problem solving and prevention will turn your clients into Forter advocates and repeat customers.

**What you’ll be doing**:

- Hire, onboard, and manage new members of the regional customer success team
- Own team performance for the region, helping bolster client retention and satisfaction
- Determine account assignments in the region for enterprise and strategic clients
- Work with sales leadership to identify cross-sell opportunities in the region
- Develop relationships with client execs and represent leadership at business review meetings
- Track team activity and performance to report on progress directly to department head
- Manage escalations for client issues, acting as an effective escalation point to client leadership
- Validate team account plans for strategic and enterprise accounts
**What you’ll need**:

- 4-5 years of experience leading a CS team at a SaaS company, preferably a startup
- Experience managing a CS team that supports clients in China
- Experience hiring members of a team and then coaching people thereafter
- Thorough knowledge of the e-commerce and payments industry is an advantage
- Strong communicator with the ability to influence stakeholders across organizations
- Mandarin language skills are an advantage
- Obsessed with efficient processes, always aiming for simplicity and organization
- Good business acumen with an understanding of commercial processes
- Open to being hands on - not afraid to roll your sleeves up and get in the weeds
**Life as a Forterian**:
We are a team of over 450 Forterians spread across 3 different continents. Our success so far in the marketplace has allowed us to achieve a total series F valuation of over $3 Billion, making us the most valuable privately-held fraud prevention company globally. Our investors include: Tiger Global, Bessemer, Sequoia Capital, March Capital, and Salesforce Ventures.

**Benefits**:

- Competitive salary and quarterly company bonus
- Private health insurance, including vision and dental coverage
- Stock options
- Generous PTO policy
- Half day Fridays, every Friday
- Work from home allowance
- Annual company-wide event - Forter Week

Forter is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.

Tags

customer

success

regional

lead