Director, Customer Success, APAC

4 months ago

Sydney, Australia Deputy Full time

Responsibilities

In partnership with the VP of Customer Success, Snr Director of Customer Success and the team, develop and execute the overall Customer Success strategy, including driving expansion and customer health, aligning it with the company's goals and objectives.  Lead, mentor, and inspire a team, ensuring they have the tools, resources, and support needed to deliver exceptional results. Define and track key performance metrics (KPIs) related to customer satisfaction, retention, upsell/cross-sell, renewals, team performance and customer advocacy. Drive customer adoption and value realisation by collaborating closely with Sales, Product, Operations, Support and Implementation teams to ensure successful onboarding, training, and ongoing support. Identify and capitalise on opportunities to expand revenue within existing accounts through upselling, cross-selling, and value-based selling strategies. Establish and maintain strong relationships with key stakeholders at customer organisations, serving as a trusted advisor and advocate for their success. Implement processes and systems to enhance operational efficiency, scalability, and customer insights within the Customer Success function. Stay informed about industry trends, best practices, and customer feedback to continuously improve the customer experience and drive innovation. Support the Professional services APAC team as required with customer related matters this may include escalations, supporting solutioning needs, managing small deliverables and other APAC customer impacting activities

Skills & Experience

Bachelor's degree in Business Administration or management, or a related field;  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. Proven track record of building and scaling customer success teams, driving customer satisfaction, retention, and revenue growth. Strong strategic planning and execution skills, with the ability to develop and implement effective customer success strategies. Excellent communication, negotiation, and relationship-building skills, with a customer-centric mindset. Experience working cross-functionally with Sales, Product, and Implementation teams to drive customer success. Results-oriented mindset with a focus on continuous improvement and innovation. Experience with customer success platforms, CRM systems, and other relevant tools and technologies. Employee Perks - Share Options - Paternity/Maternity Leave Policies - Flexible Work Policy - Company wide Development & Coaching - Hackathons - Awards - "Your Time to Shine & Celebrate Success"- Social Events & variety of social clubs (Books, LGBT, Games, Sports) - Mental Health Support - Munch & Learns Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills. #LI-Hybrid

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