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Director, Customer Success, APAC

2 months ago

Sydney, New South Wales, Australia Deputy Full time

About Deputy

Deputy is a global SaaS workforce management company that empowers businesses to build thriving workplaces. Our mission is to improve the world of work, one shift at a time.

The Role

We are seeking a highly experienced Director of Customer Success to lead our APAC customer success team. As a key member of our leadership team, you will be responsible for driving customer satisfaction, retention, and growth of our most valuable accounts in the APAC region.

Key Responsibilities

  • Develop and Execute Customer Success Strategy
    • Work closely with cross-functional stakeholders to develop and execute a customer success strategy that aligns with the company's goals and objectives.
  • Lead and Mentor Customer Success Team
    • Lead, mentor, and inspire a high-performing customer success team to deliver exceptional results.
  • Drive Customer Adoption and Value Realization
    • Collaborate closely with sales, product, operations, support, and implementation teams to ensure successful onboarding, training, and ongoing support.
  • Identify and Capitalize on Upsell and Cross-Sell Opportunities
    • Identify and capitalize on opportunities to expand revenue within existing accounts through upselling, cross-selling, and value-based selling strategies.
  • Establish and Maintain Strong Customer Relationships
    • Establish and maintain strong relationships with key stakeholders at customer organizations, serving as a trusted advisor and advocate for their success.
  • Implement Processes and Systems
    • Implement processes and systems to enhance operational efficiency, scalability, and customer insights within the customer success function.
  • Stay Informed about Industry Trends and Best Practices
    • Stay informed about industry trends, best practices, and customer feedback to continuously improve the customer experience and drive innovation.

Requirements

  • Leadership Experience
    • 5+ years of experience in a leadership role within customer success, account management, or a related field, preferably in a B2B SaaS and technically complex environment.
  • Customer Success Expertise
    • Proven track record of building and scaling customer success teams, driving customer satisfaction, retention, and revenue growth.
  • Strategic Planning and Execution
    • Strong strategic planning and execution skills, with the ability to develop and implement effective customer success strategies.
  • Communication and Relationship-Building Skills
    • Excellent communication, negotiation, and relationship-building skills, with a customer-centric mindset.
  • Technical Skills
    • Experience working with customer success platforms, CRM systems, and other relevant tools and technologies.

What We Offer

  • Ownership in the Company
    • Ownership in the company via share options.
  • Paternity/Maternity Leave Policies
    • Paternity/maternity leave policies.
  • Flexible Remote-First Work Policy
    • Flexible remote-first work policy.
  • Company-wide Development & Coaching
    • Company-wide development and coaching.
  • Hackathons
    • Hackathons.
  • Awards
    • Awards for outstanding performance.
  • Social Events & Clubs
    • Social events and clubs for team members.
  • Mental Health Support
    • Mental health support for team members.
  • Munch & Learns
    • Munch and learns for team members.