Director of Customer Success

The Director of Customer Success (APAC) has clear accountability for driving success for our APAC clients and transforming Customer Success within the region.

The primary focus of this client-centric, transformational role is to drive customer health and satisfaction, and the adoption of Fenergo’s solutions, delivering long-term measurable value for our clients, thus protecting revenue, minimising churn, and maximising retention/renewal.

This role will lead a team of Customer Success Managers, responsible for revenue protection and driving CLTV (Customer lifetime value) across our APAC customer base. This role will lead the team in developing and implementing account plans that focus on driving adoption and extending usage of the Fenergo solution. He/she will build strong relationships across our client community and will demonstrate a mature understanding of our clients’ business challenges and industry trends, so as to understand the full business potential and opportunity across each client.

The role will have responsibility for managing a portfolio of strategic enterprise client accounts, developing relationships with senior, influential stakeholders within the client organisations and converting them to Fenergo champions.

This role has responsibility for the successful retention and renewal of our APAC clients, including recurring revenue from renewals.

As we transition our business to become a majority SaaS organisation, this key leadership position will also play a critical role in setting us up for success in transitioning the APAC Customer Success function to become a highly proactive, relationship management-led function, focused on empowering our clients, delivering successful business outcomes and long-term value. As we transition from a largely on-prem client base to SaaS, and grow our suite of products accordingly, this role will drive the evolution of the Customer Success function in supporting enterprise relationships, mid-tier accounts and “Tech touch” accounts, and will help to define and build out the appropriate operating models.

**Responsibilities**:
**Adoption/Retention/Renewal/CLTV**
- Influence and drive CLTV by relentlessly focusing on improving customer satisfaction and overall health scores
- Maximise customer retention, driving proactive renewals strategy and activity
- Drive new business growth through greater advocacy and referenceability
- Drive higher adoption/usage of the product and greater business value for the client
- Drive overall transactional revenue throughout the customer journey, with primary focus on revenue retention/renewal and churn, whilst generating CSQL leads

**Define and Optimize Customer Lifecycle**
- Definition and optimisation of our post-implementation operating model, with accountability for mapping end-to-end customer journey
- Standardize interventions across the customer journey (dependent on customer type - large/mid-/low-touch), maximising the end-to-end customer experience
- Lead the definition of the segmentation/tiering of customer base and varying strategies for large/mid/small tier accounts
- Work with clients to understand key pain points and to maximise the effectiveness of the Fenergo solution and its integration within their business.
- Proactively manage client post-implementation benefits realisation and ROI
- Engage closely with clients to understand their needs, with a view to rapidly empowering them and ultimately getting them to a position of self-sufficiency

**Core Customer Success Activities**
- Full ownership for renewals & retention for APAC client base, working with other regions as appropriate for global group customers
- Deep account planning and alignment with Sales counterparts on an account level
- Ownership for regional Client Community events, collaborating closely with Customer Marketing and other functions to plan and deliver an annual calendar of events including client roundtables, working groups, forums, Client Council event etc.
- Drive Customer Advocacy, VOC, referenceability, working closely with Marketing, Sales, and PR to develop and drive customer testimonials, ROI feedback and ultimately greater level of references
- Own and drive APAC monthly/quarterly strategic business reviews and other customer engagements

**CS metrics/targets**
- Target renewal rate of 97.5%/churn of 2.5% and net revenue retention of 105%
- Establish and embed Customer Satisfaction measurement - NPS, CSAT, Customer Health scores etc.
- Over time, commercialise the Customer Success Function
- Ownership for production of ongoing renewals and churn MI, dashboards, reporting, forecasting etc.
- Proactively track, drive, and maximise renewals and upsell opportunities for our APAC client base, driving the CS team to identify upsell opportunities and pass to Marketing & Sales
- Define and publish fit for purpose operational metrics/reporting for the team; internal stakeholders (including C-Suite & Board) and our customers, ens