VP of Customer Success
4 weeks ago
Aspire is the leading all-in-one finance operating system for growing businesses in APAC. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and MSME to realise their full potential.
Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and helped more than 15,000 businesses using our suite of products.
For 2 consecutive years in 2022 & 2023, Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIn’s Top Startup in Singapore. In 2023, we also made it to CB Insights’ Top 100 Global Fintech List.
You will be amazed by the energy and experience of our team Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds.
Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space
About the team :
At Aspire, we believe that the customer journey is at the heart of our success. Our Commercial Team is committed to engaging with new customers, ensuring their seamless onboarding experience, and growing our existing customers by building strategic long-term relationships. By offering personalized support and tailored solutions, our Commercial team empowers customers to fully leverage the power of Aspire and achieve their business goals.
About the role:
As the VP of Customer Success at Aspire, you will play a pivotal role in ensuring the success and satisfaction of our B2B customers. You will lead and oversee all aspects of the customer success function, working closely with cross-functional teams to deliver exceptional service and build long-term partnerships with our clients. This is a senior leadership position that requires a strategic mindset, strong business acumen, and a passion for driving customer-centric initiatives in the fintech industry.
What will you be doing?
Develop and execute the customer success strategy, including onboarding, adoption, and retention programs, to drive customer satisfaction, loyalty, and advocacy. Build and lead a high-performing customer success team, providing guidance, coaching, and support to ensure the team's success in delivering exceptional customer experiences. Collaborate closely with sales, product, and marketing teams to align customer success initiatives with overall business objectives and to drive revenue growth through upselling and cross-selling opportunities. Establish and maintain strong relationships with key clients, acting as a trusted advisor and advocate, and ensuring their needs are understood and met throughout their journey with Aspire. Drive customer success metrics and goals, such as customer satisfaction scores, net promoter scores, and retention rates, and continuously monitor and analyze customer data to identify trends, opportunities, and areas for improvement. Develop and implement scalable processes and best practices to enhance the efficiency and effectiveness of the customer success function, ensuring consistent and exceptional service delivery. Collaborate with the product team to provide customer feedback and insights to drive product roadmap prioritization.We would love to get to know you if you have the following:
Proven track record of at least 8+ years in customer success, account management, or a related field, preferably in the B2B SaaS or fintech industry. Demonstrated success in leading and scaling a customer success function, including building and managing high-performing teams. Strong customer-centric mindset with a passion for delivering exceptional customer experiences and driving customer success. Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels of the organization and with external clients. Data-driven mindset with the ability to analyze customer data and metrics to derive actionable insights and make informed decisions. Strategic thinking and problem-solving skills to identify opportunities, address challenges, and drive customer satisfaction and growth. Strong business acumen with a deep understanding of the B2B fintech industry and market dynamics.What we offer
Uncapped flexible annual leave. Hybrid work arrangement. Training subsidy for your professional growth. Wellness benefit. Team bonding budget to foster collaboration and sense of belonging. Flexibility to work from anywhere (for up to 90 days per annum). Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page.Equal Opportunity Statement
Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws.
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