Director of Customer Success, APAC - Industrial
Leads APAC customer success teams and enterprise customer relationships for an industrial intelligence SaaS platform. The role requires extensive enterprise software and people-management experience, familiarity with process manufacturing, and the ability to drive retention, expansion, and customer value.
About the job
Responsibilities
- Develop and execute customer success strategies aligned with company goals and customer objectives.
- Build and maintain strong relationships with key customers as a trusted advisor and strategic partner.
- Manage key customer success metrics, including Gross Retention (GRR), Net Revenue Retention (NRR), and expansion targets.
- Lead and manage a team of Customer Success Managers and Analytics Engineers, providing guidance, support, and fostering a collaborative culture.
- Recruit and develop new team members.
- Analyze customer performance data and make data-driven recommendations for campaign optimization and improvement.
- Evaluate and optimize customer success processes to enhance efficiency and effectiveness.
- Communicate complex ideas, strategies, and data to internal teams and external customers through presentations and business reviews.
- Stay informed about industry trends, emerging technologies, and best practices in performance marketing to provide customer guidance and thought leadership.
- Resolve conflicts, challenges, and customer escalations effectively and diplomatically.
- Foster cross-functional alignment with sales, marketing, Analytical Engineering, and operations teams.
Requirements
- 7–10 years of people management experience.
- At least 10 years of experience working in enterprise software.
- Experience with enterprise SaaS business motions and customer lifecycles.
- Proven customer management experience with enterprise customers.
- Experience in process manufacturing industries, including oil and gas, chemicals, pharmaceuticals, power, and metals, minerals, and mining.
- Ability to work in a fast-paced scale-up environment.
- Ability to build working relationships at all levels of management, internally and externally.
- Bachelor's degree, MBA, or equivalent experience preferred.
Benefits
- Unlimited paid time off.
- Internet and mobile phone reimbursements.
- Vacation bonus program.
- Generous home office allowance.
Skills
Enterprise Software, Enterprise Saas, Customer Success, Customer Lifecycle Management, People Management, Customer Relationship Management, Data Analysis, Performance Marketing, Process Manufacturing, Oil And Gas, Chemicals, Pharmaceuticals, Power, Analytics Engineering, Net Revenue Retention
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