Customer Success Lead

2 days ago

Singapore LOOPME SINGAPORE PTE. LTD. Full time

**The Role**
The APAC Customer Success Lead will lead and own the end to end customer experience for all clients in the region. With an existing team of CSMs, Implementation Consultants & Support Analysts, who report to their UK department heads, we are looking for someone who is able to own the customer strategy & execution within the APAC market and partner with other regional peers. The main focuses of the role include being a coach & strategic planner for the existing hard-working APAC team, along with establishing relationships with key stakeholders from within our customer base. Whilst being a global company, ComplyAdvantage is keen to ensure we commit to developing a specific and tailored approach to the unique market requirements within the region and this role will be key in the execution of this strategy.

**Role Objectives**
- Optimise and execute high touch customer strategy and vision for the APAC market
- Monitor APAC customer health, understand key customer challenges and develop strategies with the business to help solve
- Responsible for all areas in relation to improving the Net Retention Rate for the region
- Provide operational insight to the key KPIs around NRR, GRR, Health Scores & Churn to the global Head of Customer
- Partner with internal leadership stakeholders both in and out of the region to optimise the APAC customer experience
- Coach & mentor the existing Customer Success Managers, Implementation Consultants & Technical Support Analysts
- Build and nurture relationships with executives from key customers
- Coordinate internal Account Planning & Health sessions between Customer Success, Sales & Other key stakeholders
- Act as Voice of the Customer to provide visibility into wins, challenges and/or escalations
- Influence growth by developing and executing strategies focused on creating customer value in partnership with other teams (Sales, Product, Support)
- Limit churn by leading a team to deliver outstanding experiences that drive best in class customer retention, expansion, adoption and renewal with new and existing customers
- Optimise the customer experience and lifetime value through higher product adoption, customer satisfaction, and overall health scores by leveraging reporting to drive data-driven insights on customer behavior

**Requirements**:

- 10+ years of Customer Success experience
- 3+ years in a management role, leading a Customer Success organisation
- Excellent internal & external communication skills
- Strong track record of identifying customer needs and successfully implementing long-term solutions
- Strong track record of execution and understanding of KPIs such as Net Retention Rate, Customer Health & NPS metrics
- Ability to build trust and rapport with both Customer Success & Sales teams
- Proactive interest in deepening customer relationships
- Comfortable and willing to be a hands-on contributor, on-site with customers
- Experience with enterprise SaaS vendors in Fintech preferred

**Benefits**
- Unlimited Time Off Policy
- Flexible Working opportunities
- Paid Sick Leave
- Hybrid Working opportunities
- Stock options
- Employee Assistance Programme
- Pension contributions
- Parental Leave (Maternity, Paternity and Adoption too)

  • Customer Success Lead

    4 days ago

    Singapore Quincus Full time

    “Make every logistics journey your best one yet” - Quincus **The Company** Founded in 2014, Quincus is a B2B supply chain operating SaaS platform headquartered in Singapore. We solve today's global supply chain challenges with groundbreaking technology. Using AI and machine learning, we have digitized and optimized the logistics process while giving...

  • Customer Success Lead

    2 weeks ago

    Singapore QUADMARK PTE. LTD. Full time

    **Customer Success Lead** With a growing number of new clients, Quadmark is looking to expand our Customer Success Lead (CSL) team, to provide coverage across our APJ region. Our clients include some of the largest technology companies in the world and as a CSL, you will be key to building and growing those relationships. Your role will be at the forefront...

  • Lead, Customer Success

    2 days ago

    Central Singapore Emprego SG Full time

    **Location** Singapore, Central Singapore **Job Type** Full Time **Salary** $3,000 - $6,000 Per Month **Date Posted** 5 hours ago Additional Details **Job ID** 4583 **Job Views** 1 **Job Description**: Roles & Responsibilities **Trabble** is an early stage travel and hospitality technology startup headquartered in Singapore. Serving hospitality...

  • Lead, Customer Success and Delivery

    16 hours ago

    Singapore AIA Hong Kong and Macau Full time

    Lead, Customer Success and Delivery page is loaded## Lead, Customer Success and Deliverylocations: Singapore, SG-Amplify Healthtime type: Full timeposted on: Posted Todayjob requisition id: JR-61321**Do meaningful work with us. Every day.**At Amplify Health, we're looking for individuals with ambition, resilience and passion for healthcare, insurance,...

  • Lead, Customer Success and Delivery

    4 days ago

    Singapore AIA Singapore Full time

    Overview Amplify Health is building a value-oriented delivery organisation that ensures every implementation translates into customer adoption, measurable outcomes and renewal or expansion. You will establish and lead our Value Delivery Office (VDO): a modern evolution of the PMO that aligns governance, portfolio choices and delivery practices to benefits...

  • Customer Success Regional Lead

    1 week ago

    Central Singapore FORTER PTE. LTD. Full time

    **Location** Singapore, Central Singapore **Job Type** Permanent **Salary** $15,000 - $23,000 Per Month **Date Posted** 15 hours ago Additional Details **Job ID** 119763 **Job Views** 1 **Job Description**: Roles & Responsibilities **About us**: **Digital commerce is built on trust. **At every point along the eCommerce journey, businesses must...

  • Lead, Customer Success and Delivery

    1 week ago

    Singapore AIA Australia Full time $60,000 - $180,000 per year

    Do meaningful work with us. Every day.At Amplify Health, we're looking for individuals with ambition, resilience and passion for healthcare, insurance, wellness and digital technology. As a fast-growing business with the ambition of making people and communities across Asia healthier, we have exciting career opportunities available to help us achieve our...

  • Lead, Customer Success and Delivery

    1 week ago

    Singapore AMPLIFY HEALTH ASIA PTE. LIMITED Full time $120,000 - $200,000 per year

    Why Amplify Health and this OpportunityAmplify Health is shaping the future of healthcare in the Asia.Joining Amplify Health means joining one of the region's largest and strongest health-tech and AI companies.Through our unique brain-bank, technology and strength of vision, as well as the distinctive and complementary assets and strengths of AIA and...

  • Team Lead, Customer Success

    2 weeks ago

    Singapore BitGo Full time

    BitGo is the leader in custody and security solutions and is the largest independent digital asset custodian in the world. Founded in 2013, BitGo is the first digital asset company to focus exclusively on serving institutional clients. In 2018, it launched BitGo Trust Company, the first qualified custodian purpose-built for storing digital assets and...

  • Customer Success Manager Team Lead

    1 week ago

    Singapore Mastercard Full time

    Our Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...