Director, Head of Global Customer Success

2 weeks ago

Singapore AI Rudder Pte Ltd Full time

AI Rudder is a software company that harnesses the power of AI voice automation to supercharge customer experiences. With AI voice assistants, your call center can make quality human-like calls at lightning speeds, collecting and analysing data automatically to reach and activate more customers. AI Rudder helps call centers reduce costs by automating repetitive tasks and lowering agent workload. This free up agents to focus on things only humans can do. Over the long term, AI Rudder aims to rethink the future of business communication.
- Pioneer the Customer Success team delivering massive value to our customers_

**About the Job**
- Reporting to the VP, Head of Global Sales and Succes, you will build, and lead the Customer Success team to support our rapidly growing customer base globally. As part of the GTM leadership team at AI Rudder, you will work cross functionally to ensure our customer usage of our platform is optimized while participating in the planning, positioning, and strategy of the Go-To-Market organization.
- You will build out programs focused on driving value through the technical capabilities of our platform using consultative experiences, partnerships, and product adoption for our global customer base, to reduce churn and lead to faster expansion.
- Defining and optimizing customer lifecycle, mapping customer journeys, driving new business growth through greater advocacy and reference-ability, and designing strategic programs to scale processes, services, and systems to exceed adoption, retention, and growth objectives. These are just some of the areas you will build using enterprise level methodologies mixed with start-up flexibility to elevate the team and drive a culture of excellence.
- Yes, of course it is data driven - you will create the culture of accountability and execution through data driven strategies to lead clear and quality deliverables on quarterly/semi-annual and annual basis that showcase customer growth, trends, retention, product adoption and industry/market splits

**Who you are**:

- You have at least 7 years experience in a Customer Success role and at least 3 years in a management role in either a consulting organisation or fast-growing SaaS environment
- Experience owning and exceeding churn and contraction goals by managing and measuring the effectiveness of customer success activities while continuously improving each point in the journey (usage, satisfaction, etc.)
- Ability to thrive in a hyper-growth, fast paced startup environment and adapt quickly to changing demands
- English required and a secondary language a bonus
- AI Rudder is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants._

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