Head of Customer Success

1 day ago

Singapore ComplyAdvantage Full time

**The Role**
The APAC Head of Customer Success will lead and own the end to end customer experience for all clients in the region. With an existing team of CSMs, Implementation Consultants & Support Analysts, who report to their UK department heads, we are looking for someone who is able to own the customer strategy & execution within the APAC market and partner with other regional peers.
The main focuses of the role include being a coach & strategic planner for the existing hard-working APAC team, along with establishing relationships with key stakeholders from within our customer base. Whilst being a global company, ComplyAdvantage is keen to ensure we commit to developing a specific and tailored approach to the unique market requirements within the region and this role will be key in the execution of this strategy.
**Role Objectives**
- Optimise and execute high touch customer strategy and vision for the APAC market
- Monitor APAC customer health, understand key customer challenges and develop strategies with the business to help solve
- Responsible for all areas in relation to improving the Net Retention Rate for the region
- Provide operational insight to the key KPIs around NRR, GRR, Health Scores & Churn to the global Head of Customer
- Partner with internal leadership stakeholders both in and out of the region to optimise the APAC customer experience
- Coach & mentor the existing Customer Success Managers, Implementation Consultants & Technical Support Analysts
- Build and nurture relationships with executives from key customers
- Coordinate internal Account Planning & Health sessions between Customer Success, Sales & Other key stakeholders
- Act as Voice of the Customer to provide visibility into wins, challenges and/or escalations
- Influence growth by developing and executing strategies focused on creating customer value in partnership with other teams (Sales, Product, Support)
- Limit churn by leading a team to deliver outstanding experiences that drive best in class customer retention, expansion, adoption and renewal with new and existing customers
- Optimise the customer experience and lifetime value through higher product adoption, customer satisfaction, and overall health scores by leveraging reporting to drive data-driven insights on customer behaviour

**Requirements**:

- 10+ years of Customer Success experience
- 3+ years in a management role, leading a Customer Success organisation
- Excellent internal & external communication skills
- Strong track record of identifying customer needs and successfully implementing long-term solutions
- Strong track record of execution and understanding of KPIs such as Net Retention Rate, Customer Health & NPS metrics
- Ability to build trust and rapport with both Customer Success & Sales teams
- Proactive interest in deepening customer relationships
- Comfortable and willing to be a hands-on contributor, on-site with customers
- Experience with enterprise SaaS vendors in Fintech preferred

**Benefits**
- Unlimited Time Off Policy
- Flexible Working opportunities
- Paid Sick Leave
- Hybrid Working opportunities
- Stock options
- Employee Assistance Programme
- Pension contributions
- Parental Leave (Maternity, Paternity and Adoption too)

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