Head of Customer Success

3 days ago

Singapore JOHN ETHANS INTERNATIONAL PTE. LTD. Full time

Our client is an innovative SaaS resource management software company. We are currently sourcing on behalf of our client for a Head of Customer Service.

**Responsibilities**:

- Develop and own Customer Success strategy and related processes
- Grow revenue through a combination of client relationship management, renewals, and upselling, exceeding client expectations consistently
- Build and lead a Customer Success/Account Management team
- In-depth understanding of company products and help clients optimise solutions
- Build strong client relationships both at the executive and operational levels
- Create predictable and scalable processes, leveraging technology when applicable
- Foster a culture of high performance, customer focus, and collaboration, particularly with sales, product, and engineering teams
- Establish strong feedback loop between market and product
- Update management/board regularly on strategy and KPIs
- Contribute to company strategy and culture as a member of the leadership team
- Report to COO

**Requirements**:

- 10 years in Customer Success/Account Management for B2B SaaS company
- 5 years of building and leading distributed, international, high-performing Customer Success/Account Management teams
- Managed scaled revenue growth through a client base across Asia
- Accelerate revenue growth through renewals, upselling and account management
- Exceed client expectations at senior and operational levels consistently, ability to articulate value created for clients
- Managed tiered service levels
- Excellent leadership, communication, and negotiation skills
- Able to work independently, problem-solve proactively, and collaborate effectively
- Data-driven, analytical, with a commitment to excellence
- Comfortable with common tech software tools (e.g. Slack, Asana, Hubspot, etc)

How to Apply?

John Ethans International Pte Ltd
EA License 19C9951

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