Team Lead, Customer Success

**The Role**:
We are seeking a Customer Success Team Lead based in Singapore to drive customer outcomes, coach a team of Customer Success Managers (CSMs), and help scale our Customer Success organization. This role is a hybrid of people leadership and individual contributor work, ideal for someone passionate about mentoring others while staying closely engaged with customer relationships. You will lead by example, setting a high bar for performance, customer satisfaction, and team development.

**Responsibilities**:
**Team Leadership & People Management**
- Manage, mentor, and develop a team of Customer Success Managers.
- Conduct regular 1:1s, quarterly performance reviews, and career development conversations.
- Set and track team KPIs, including renewals, adoption metrics, expansion opportunities, and customer health.
- Act as a strategic advisor and escalation point for complex customer situations.
- Align the team with company objectives, customer success strategy, and best practices.
- Foster a culture of continuous learning, collaboration, and accountability.

**Customer Management**
- Maintain a personal book of business, managing key accounts to drive retention.
- Lead by example in customer engagement, strategic planning, and relationship building.
- Collaborate cross-functionally with Sales, Product, and Support to resolve issues and drive value for customers.

**Operational Excellence**
- Identify and implement process improvements that scale customer success efforts.
- Share customer insights and feedback to influence product roadmap and services.
- Support operational initiatives like customer health scoring, playbooks, and customer journey mapping.

**Performance Metrics & Reporting**
- Track and analyze key metrics such as Net Retention Rate (NRR), Gross Retention Rate (GRR) and Customer Satisfaction (CSAT).
- Provide regular reports and insights to leadership on the team's performance.

**Qualifications**:
**Experience**
- 5+ years in customer success, account management, or a similar role, with at least 2 years in a team lead position.
- Proven track record of achieving customer retention and satisfaction goals.

**Skills**
- Strong leadership and team-building abilities.
- Excellent interpersonal and communication skills.
- Analytical mindset with experience using CRM and customer success platforms (e.g., Salesforce & Planhat)
- Ability to handle challenging customer scenarios with professionalism and poise.

**Key Attributes**
- Strategic thinker with the ability to implement practical solutions.
- Adaptability to thrive in a dynamic and evolving environment.
- Collaborative and open to feedback.

**Benefits**:

- Competitive salary commensurate with experience & qualifications.
- A comprehensive extended benefits package.
- A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
- Highly autonomous and entrepreneurial environment.
- On going support for learning development so you can continue to master your craft.
- Work with the hardware you're most comfortable with (Windows or Mac)
- Diverse and inclusive workplace where we all learn from each other.
- Excellent work-life balance with a flexible remote work environment.

**Company Description**

Customers like IBM, Autodesk, DocuSign, Boeing, Microsoft (and many more) come to us to realize their web and mobile strategies for document management, editing, and collaboration as the #1-ranked commercial document SDK of choice for companies worldwide. As a result, you can find our document technology in thousands of solutions, including those of household names, used by millions across virtually every industry. Our XODO app alone has 25M unique installs - and counting - and the highest ratings among PDF productivity apps on the largest online app marketplaces.

**Ready to join our team?**

We are committed to a work environment that is inclusive to all and free of discrimination. It is our policy to be an equal opportunity employer without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, genetic predisposition or carrier status, veteran status, citizenship status or any other factors prohibited by law. Apryse will provide reasonable accommodations for qualified individuals.