Digital Customer Growth Strategist

This is a 12-month contract role responsible for driving retention and growth across the APAC investment segment. The successful candidate will manage a portfolio of approximately $10M ARR and 4,200 customers.

You'll lead the Customer Success Operations Centre, ensuring operational excellence, customer satisfaction, and fulfillment of key journey outcomes. This involves coaching a high-performing team, monitoring customer health, and collaborating cross-functionally to resolve issues and improve processes.

The role requires identifying opportunities to expand product adoption, overseeing digital campaigns, and advocating for enhancements to the customer experience. Strategic leadership, stakeholder engagement, and continuous improvement are central to success in this position.

• Accountability for retention & growth of the APAC investment segment portfolio (Approx $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.
• C0ach and lead the Customer Success Operations Centre functions on a day-to-day basis, monitoring performance through established 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.
• Grow adoption 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.

The successful candidate will have:

• a proven track record of driving retention and growth in a similar customer-facing role;
• experience in leading high-performing teams and developing individual contributors;
• strong communication and interpersonal skills, with the ability to build relationships with senior stakeholders;
• a strong understanding of customer success strategies and practices;
• excellent analytical and problem-solving skills, with the ability to interpret complex data and drive insights-driven decision making.

We're a leading provider of innovative software solutions, helping businesses transform the way they operate and deliver value to their customers. Our mission is to empower organisations to achieve their full potential through cutting-edge technology and expert support.

We're proud to be a diverse and inclusive employer, committed to fostering a workplace culture that values creativity, innovation, and teamwork. If you're passionate about customer success and want to join a dynamic team that's shaping the future of business, we'd love to hear from you