About the role

AI summarised

The SEA Area Head of Customer Success leads the customer success team in Southeast Asia, driving customer retention, growth, and satisfaction for a technology/SaaS company. This role involves strategic planning, team leadership, and cross-functional collaboration to ensure customers achieve their desired outcomes.

BusinessFull-time

Key Responsibilities

Lead and manage the Customer Success team in the SEA region to drive customer retention and expansion.
Develop and execute customer success strategies to maximize customer lifetime value.
Build and maintain strong relationships with key customer stakeholders.
Monitor customer health metrics and proactively address risks and opportunities.
Collaborate with Sales, Product, and Support teams to ensure seamless customer experience.
Drive customer onboarding, adoption, and renewal processes.
Analyze customer data to identify trends and improve success initiatives.
Represent the voice of the customer internally to influence product roadmap.
Hire, train, and mentor Customer Success Managers to achieve team goals.
Report on customer success KPIs to regional leadership.

Requirements

Bachelor's degree in Business, Marketing, or related field.
10+ years of experience in Customer Success, Account Management, or related roles.
5+ years of experience in a leadership role managing teams.
Proven track record of driving customer retention and growth in a SaaS environment.
Strong strategic thinking and execution skills.
Excellent communication and presentation skills in English.
Ability to build relationships with C-level executives.
Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight).
Data-driven mindset with proficiency in analytics tools.
Willingness to travel within SEA region as needed.
Experience working in a multinational company is preferred.
Knowledge of the SEA market and cultural nuances.