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Director, Head of Apac Customer Success

2 weeks ago

Singapore Fitch Solutions Full time

Director, Head of APAC Customer Success

**Requisition ID**:48149

**Business Unit**:Fitch Solutions

**Category**:Customer Success

**Location**:Singapore, SG

**Date Posted**:Jun 10, 2025

**Fitch Solutions is currently seeking a Customer Success, Director based out of our Singapore office.**
- Fitch Solutions is a leading provider of insights, data and analytics. It informs investment strategies, strengthens risk management capabilities and helps identify strategic opportunities. Its analysts, lawyers, journalists and economists offer in-depth views on credit markets/risk and individual credits, ESG, developed and emerging markets, and industry sectors. Fitch Solutions is part of Fitch Group, a global leader in financial information services with operations in over 30 countries. Fitch Group is owned by Hearst.
- Step into a role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets unparalleled opportunities for professional development and visibility in the financial market intelligence space. Joining us means immersing yourself in a dynamic, fast-paced environment, supported by the strong foundation of a leading financial services group. Our diverse portfolio of powerful brands and products showcases our commitment to collaboration and innovation, proving that we are stronger together. With numerous opportunities for growth and a culture that celebrates every success, the Fitch Solutions Commercial Team is where your career can thrive, and you can make a meaningful impact.

**How You’ll Make an Impact**:

- Manage a team of customer success professionals across all Fitch Solutions business lines, including Fitch Ratings Research & Data, BMI, and CreditSights, based in Singapore, to deliver exceptional customer experiences and support successful renewals and upsell growth potential across the APAC region.
- Develop and implement strategic and tactical plans to drive retention and growth across the team's portfolio, aiming to enhance team performance, efficiency, and scalability.
- Define and execute a talent management plan, including recruitment, onboarding, coaching, and performance reviews to grow and develop your team.
- Set, measure, and analyze metrics to clearly define what success looks like, working with urgency to meet and exceed monthly and quarterly KPIs.
- Contribute to the development and improvement of customer success processes, policies, and best practices.
- Cultivate a culture of continuous learning and improvement, encouraging team members to develop their skills and advance in their careers.
- Facilitate cross-functional collaboration with other departments to ensure seamless integration of customer feedback into product and service enhancements.

**You May be a Good Fit if**:

- You have a degree or equivalent experience with 5+ years of client-facing experience, including at least 3 years of leading and coaching a team of customer success professionals.
- You possess 3+ years of experience in setting and managing KPIs, growth plans, and have a proven track record of managing a book of business within financial services.
- You have experience with Salesforce or other CRM systems and proficiency with Microsoft Office, demonstrating excellent verbal and written communication skills.
- You are well-organized, self-motivated, and have the ability to prioritize workload, collaborate with operational and commercial teams, and navigate complex customer and stakeholder environments.

**What Would Make You Stand Out**:

- Experience in managing complex accounts and territories, with change management expertise in driving efficiencies and scaling.
- A proven record of fostering customer loyalty and identifying business expansion opportunities, showcasing strong commercial acumen and understanding of the business landscape.
- Ability to engage with key decision-makers and influence client decisions.
- Ability to inspire, coach, and develop team members.
- Demonstrated ability to maintain a customer-first mindset with a love for engaging with people, showcasing tenacity, goal orientation, and strategic thinking skills.

**Why Choose Fitch**:

- **Hybrid Work Environment**: 3 days a week in office required based on your line of business and location
- **A Culture of Learning & Mobility**:Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
- **Promoting Health & Wellbeing**: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
- **Supportive Parenting Policies**:Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
- **Inclusive Work Environment**: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
- **Dedication to Giving B