Customer Success Director

2 days ago

Singapore Checkmarx Full time

As the Director of Customer Success for APAC, reporting directly to the Global VP of Customer Success, you will be strategically leading and managing a team that delivers our two Customer Success offerings (1) Technical Account Management Services and (2) Customer Success Management that contributes to the success of our customers in the region.

As part of the broader regional leadership team, you will be a key player in accelerating our global transformation as an Application Security market leader and SaaS company. In this role, you will have the opportunity to engage with our most strategic customers in the region to foster our business partnership and ensure our solutions are adopted to obtain their business outcomes.

***

You will be responsible for the delivery of the services for our existing customer base. You will leverage your experience and passion for Customer Success to lead a high-performing team of TAMs and CSMs and drive business outcomes for our customers.

This is a critical role in ensuring that the team delivers the highest quality Customer Success engagement for our customers by enabling them to rapidly and successfully onboard, adopt, and realize business value. You will be responsible for helping to design and execute best-in-class adoption, revenue retention & growth, and customer advocacy strategies. Your strong technical and strategic background will assist you in building your team, who are deep technologists who have a trusted advisor role with their customers. A key area of the role will be team development and coaching/counseling of managers and team members for their professional growth.

This role is expected to successfully collaborate with sales to grow product and service revenue

**You will**
- Leverage your ability to inspire a team to increase the adoption of Checkmarx products by helping our customers to deliver successful outcomes, therefore building customer dedication to Cx
- Guide the use and improvement of key systems and deliverables, including Success Plans, Health Scorecards, and Business Review Presentations
- Work with your teams to improve and develop best practices, KPIs, and strategies for customer account retention, expansion, adoption, and advocacy
- Drive the growth of products and services revenue across the region by leading, enabling, and inspiring a high performing CS team
- Hire and retain a diverse team of top talent while managing performance to ensure coverage, career advancement, and effective succession planning
- Facilitate change management activities with cross-functional team members and stakeholders to understand and ensure adoption of the CS model and wider Cx transformation program
- Participate as a key member of the global CS team, contributing to business planning, forecasting, and business reviews
- Be the CS sponsor for key accounts, taking personal ownership of customer success
- Be a leader in a matrix model supporting sales functions, corporate product teams, support organizations, and partner teams

**REQUIREMENTS**:

- Minimum 5 years of experience in a senior management capacity for Customer Success or Account Management in a SaaS company
- Fluent English, both verbal and written communication skills. Any other languages are a benefit

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