Customer Success Head

Our client is a leading OTT software platform for Tier 1 media, sports and entertainment. The company has scaled to 300+ global colleagues over the past four years, and serves global customers as diverse as the New York Yankees to some of the world's largest Telcos. It was founded by former executives from Disney, HBO, AT&T, McKinsey and many others.

About the role:

We are looking for a Customer Success Head who is passionate about creating amazing customer experiences and delivering innovative products to some of the leading media, sports and entertainment brands globally.

This role is ideal for leaders who have demonstrated exceptional impact in customer success, software delivery and account management and who are excited to help scale a growth-stage company in the media and entertainment space. Our senior executives inspire their teams through a servant-leader mindset, deep functional and industry expertise, and laser-sharp focus on customer outcomes.

This role reports directly to the Global Head of Customer Success & Analytics.

Mindset is the most important qualification criteria, so we want to start there:

• Focus on Impact You have a strong sense of accountability, problem solving, leaning in and doing "what it takes" even if outside your direct responsibilities in order to have a positive impact for our customers, our team, and we as a company.

• Stay Curious Defined as always striving to learn and explore new things, and seeking out root causes & interdependencies. Continuous learning and improvement is your catchphrase.

• Be Supportive You understand and perpetuate the importance of collaboration. Known to help your peers succeed, build trusting relationships, putting customers and the broader team's interests first.

• Speak Up You have an obligation to dissent and let your voice be heard; believing that blameless interactions are best used to help you & your colleagues grow.

Develop and Execute a Customer Success Strategy:

• Develop and execute a top tier comprehensive customer success strategy for the Asia region to ensure 100% retention and referenceability of our Enterprise customers, in line with our Global Customer Success strategy.

• Define & track key metrics and performance indicators to measure customer success and satisfaction to regularly educate internal stakeholders, with support of the Customer Analytics team

• Drive continuous improvement initiatives to enhance the overall customer experience.

• Serve as the primary point of contact (including escalation) for customers in the Asia region, managing all interactions and service deliveries between us and the customer from start to ongoing operations.

Team Leadership and Development:

• Oversee our Customer Success Management teams goals & deliverables for the Asia region, and help define individual CSM goals on an annual basis.

• Lead, mentor, inspire & professionally develop the regional team of Customer Success team (5-10 team members by Q1 2026)

• Foster a culture of collaboration, accountability, and customer-centricity within the team.

Customer Relationship Management:

• Build and maintain strong relationships with key customer stakeholders, acting as their primary point of contact for escalations and strategic discussions.

• Proactively engage our customers by staying curious about their evolving business needs, challenges, and goals. Aiding in your alignment of our services to provide those customers with the best possible industry leading solutions.

• Anticipate and address customer concerns or issues timely and effectively.

Customer Onboarding and Training:

• Oversee the onboarding process for new customers in partnership with our Customer Product organization,, ensuring a smooth transition and successful implementation of products and/or services.

• Provide ongoing support and guidance to customers to drive value realization and ROI.

Cross-Functional Collaboration:

• Advocate within the company for customers within our Engineering, Product, and Sales teams, inclusive of product enhancements and improvements.

• Collaborate closely with Sales, Product, and Marketing teams to align Customer Success initiatives with our business objectives.

• Build robust relationships with key stakeholders, such as product heads and engineering leaders, external technology partners, lending to seamless communication & coordination throughout the customer lifecycle.

Performance Monitoring and Reporting:

• Manage the timely, high-quality, and budget-compliant delivery of major development projects, including program management, reporting, and planning.

• Monitor key performance metrics related to customer success, including customer satisfaction data, retention rates, and upsell/cross-sell opportunities for the region

• Continuously oversee service delivery and quality, identifying opportunities for improvement, and conducting regular performance evaluations both internally and with our customers.

• Analyze data and trends to identify areas for improvement and develop actionable insights.

• Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and opportunities.