Head of Customer Success

Our client is seeking a dynamic and experienced Head of Customer Success to join their team in Kuala Lumpur.

Head of Customer Success

The successful candidate will play a pivotal role in developing and executing business strategies for the Customer Success team, driving customer adoption of products and services, and ensuring seamless collaboration between teams.

• Opportunity to lead a global Customer Success team
• Work with a company that values work-life balance
• Drive customer success through innovative strategies

What you'll do:

As the Head of Customer Success, you will be instrumental in shaping the future of our client's global operations. Your primary responsibility will be to develop and implement strategic initiatives that enhance customer success. You will lead a team of professionals dedicated to understanding customer strategy, desired outcomes, technical landscapes, and business goals. Your leadership will ensure seamless collaboration between teams while driving P&L/KPI performance. You will also define and optimize the customer lifecycle by standardizing intervention at each point in the journey. Your role will extend beyond post-sales activities as you champion the vision of our client's Customer Success products within the organization.

• Develop and execute the business strategy for the Customer Success team
• Build and lead a team of experienced individuals managing customer relationships
• Own and drive P&L/KPI performance, managing customer experience, revenue, margin, eNPS, renewal rate
• Ensure seamless collaboration between teams
• Define and optimize the customer lifecycle
• Develop strategies and execute plans that maximize business growth, customer retention, and account expansion
• Motivate your team to reach its full capabilities
• Champion our Customer Success products' vision within the organization

What you bring:

The ideal candidate for this Head of Customer Success position brings extensive experience in a customer-facing role within a B2B or B2C software company. You have demonstrated success in expanding product adoption among SMEs and mid-sized customers. Your strong analytical skills enable you to structure thinking into logical flows and sequences that others can easily understand. You thrive in a matrix environment and have proven your ability to execute effectively in a customer-focused setting. Your experience in hiring, developing, and leading a world-class, customer-facing team will be crucial in this role.

• 10+ years of customer-facing experience working for a b2b or b2c software company
• Experience expanding SME & mid-size customer product adoption
• Proven ability to execute in a customer-focused environment
• Strong reasoning & analytical skills; able to structure thinking into a logical flow
• Effective in operating in a matrix environment
• Experience in hiring, developing and leading a world-class, customer-facing team

What sets this company apart:

Our client is a leading software company that truly values its employees. They offer competitive benefits including 25 days holiday, matched pension scheme, and a range of other benefits to suit you. They also offer a charity day for you to support something that matters to you. They are committed to diversity and inclusivity, believing that diverse perspectives improve how they run their business and better support their customers.

What's next:

Ready to take your career to the next level with this exciting opportunity?

Apply today by clicking on the link! We can't wait to hear from you.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C