Director, Customer Success

2 weeks ago

Singapore HUBBLE PTE. LTD. Full time

**About Hubble**:
Founded in 2016, Hubble is a leading construction management platform whose mission is to transform one of the largest industries in the world, construction, through technology. Our software solutions cover document, workforce, safety, quality, material, payments, and building management. To date, we have automated over 300 construction sites worth $50 billion globally, and have 90,000 users from 3,700 companies. We operate from Singapore with offices in Vietnam, Malaysia, Indonesia, and the Philippines.

**The Role**

Hubble is looking for a Customer Success leader to join our next chapter of growth. Reporting to the COO, you will have the unique opportunity to build and lead a team according to your vision and play a pivotal role in shaping our company's growth strategy. In addition, you will have the chance to drive transformation within a massive industry, positioning Hubble as a key player on the global stage. This is a rare opportunity to make a significant impact and leave a lasting mark on our company's trajectory and the industry as a whole.

**Responsibilities**:

- Develop and own Customer Success strategy and related processes
- Grow revenue through a combination of exceptional client relationship management, renewals, and upselling, exceeding client expectations consistently
- Build and lead a top-notch Customer Success/Account Management team
- Know our products in-depth and help clients get the most of them
- 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

**Must-have**:

- 10 years in Customer Success/Account Management for a high-growth B2B SaaS company
- 5 years of building and leading distributed, international, high-performing Customer Success/Account Management teams
- Managed growth from early-stage to $15M+ ARR through a client base across Asia
- Accelerated revenue growth through renewals, upselling and exceptional account management
- Exceeded client expectations at senior and operational levels consistentlyAbility 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)
- Eligible to work in Singapore without sponsorship
- Excited by opportunity to build a valuable company by disrupting a massive industry

**Bonus**:

- Strong start-up/growth stage experience
- Successful at selling SaaS to non-tech industries (e.g. construction)

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