Vice President of Customer Success

2 weeks ago

Sydney, Australia Zycus Inc. Full time

The Vice President of Customer Success (CSM) for APAC, you'll be the driving force behind exceptional customer experiences, fostering a customer-centric approach across our APAC operations. You'll act as the voice of our customers, ensuring that all customer-facing teams are aligned to exceed satisfaction, retention, and growth goals.
Leading seasoned teams in Customer Success, Account Management, and Customer Support, you'll play a key role in enhancing customer loyalty and delivering measurable value. Your focus will be on driving revenue and retention strategies, developing high-impact customer success programs, and embedding a customer-first mindset throughout the organization.
Your influence will extend across cross-functional partnerships, as you collaborate closely with Sales, Product, and Marketing to build customer engagement strategies that reflect the unique dynamics of the APAC market. This role will be critical in executing strategies that not only meet but exceed customer expectations, ensuring a seamless, impactful experience at every stage of the customer journey.
Key Responsibilities:

1. Strategic Customer Success Leadership in APAC: Develop and implement a customer success strategy tailored to APAC, aligned with global goals.
Establish long-term success plans that meet regional market demands, regulatory environments, and industry trends.
Champion a customer-first culture as a core driver of business growth and retention.

2. Build and Lead a High-Impact Customer Success Team: Recruit, mentor, and manage a high-performing European Customer Success team, fostering an environment of excellence and collaboration.
Set measurable KPIs and customer success metrics to drive team performance and impact.
Conduct regular training and development to enhance team expertise in SaaS and customer success best practices.

3. Enhance Customer Retention and Growth Across APAC: Drive initiatives for customer retention, product adoption, and expansion by collaborating with Sales and Product.
Create onboarding, training, and support programs that maximize customer value and reduce churn.
Build trusted relationships with key accounts, acting as an escalation point and ensuring successful issue resolution.

4. Drive Cross-Functional Collaboration for Seamless Customer Experiences: Partner with Sales, Product, Marketing, and Support teams to align customer success strategies with broader company objectives.
Share customer feedback with Product teams to inform roadmaps that address regional needs.
Work with Marketing on advocacy programs, case studies, and customer-centric campaigns to drive retention and growth.

5. Customer Success Data & Analytics: Use data and customer insights to monitor customer health, identify trends, and proactively address challenges.
Measure and report on customer success KPIs (NPS, customer retention, expansion revenue) to inform strategy and decisions.
Communicate success metrics and customer feedback regularly to executive leadership, showcasing the impact of customer success efforts.

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