Customer Success Growth Specialist

We are seeking an experienced Customer Success Leader to drive retention and growth across the APAC Investment segment. This 12-month contract role involves coaching a high-performing team, monitoring customer health, and collaborating cross-functionally to resolve issues and improve processes.

The ideal candidate will have a strong track record of success in customer-facing roles, with expertise in customer success operations, retention strategies, and process improvement.

• Overall accountability for retention & growth of the APAC investment segment portfolio (Approx U$10M ARR/ 4.2K Customers), customer experience and fulfillment of defined operational tasks on behalf of Customer Success Managers through the Customer Success Operations CoE.
• Coach and lead the Customer Success Operations Centre functions on a day-to-day basis, monitoring performance through established/establishing dashboards and reports.
• Protect and grow revenue from the Investment segment customer base, with overall accountability for fulfillment of defined segment journey outcomes, leveraging the Customer Success Operations Centre of Excellence (CoE) to fulfill tasks and workflows.
• Monitor customer health, ensuring you are aware of any areas of concerns for your client base and work with internal teams to rectify any issues.
• Identify and develop opportunities to expand the client's use of products and services and deepen our relationship, establishing and overseeing digital and outbound campaigns through the CSOS Campaign team, monitoring success rates.
• Define and govern escalation workflows, customer complaints and concerns, seeking to improve all aspects of the customer experience with the company. Lead collaboration with GCS Ops & Enablement, Billing, Sales and other key stakeholders, escalating where needed, to ensure customer satisfaction
• Serve as an advocate for overall customer experience, proposing and lobbying for improved solutions, process workflows and automation opportunities.
• GrowCountadoption of available digital services through partnerships with marketing, outreach campaigns & participation in digital services programs.
• Lead ad-hoc project outcomes as defined by your manager.
• Identify business process improvements, knowledge sharing opportunities and coach peers in your areas of Subject Matter Expertise to achieve overall business success.

To succeed in this role, you will need:

• A strong background in customer success or related field.
• Proven track record of driving growth and retention in a customer-facing role.
• Excellent communication and leadership skills.
• Ability to analyze complex data and develop actionable insights.
• Strong problem-solving and analytical skills.
• Familiarity with customer success operations software and tools.

This role offers a unique opportunity to join a dynamic team and contribute to the success of a leading organization. You will have access to:

• A competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.
• Recognition and rewards for outstanding performance.

We are a leading provider of innovative technology solutions, dedicated to delivering exceptional results for our customers. Our team is passionate about making a positive impact and committed to excellence in everything we do.

We value diversity, equity, and inclusion, and strive to create a workplace that is welcoming and inclusive for all employees. We offer a range of benefits and perks to support your well-being and help you thrive in your role.

If you are a motivated and results-driven individual who is passionate about customer success, we encourage you to apply for this exciting opportunity.