Job Description
This US Software vendor is a fast-growing Cyber-security software vendor dedicated to providing innovative and effective solutions to safeguard all clients' digital environments. The hiring manager is seeking a dynamic Customer Success Lead to join our Singapore team and lead a small team of talented Customer Success Consultants to ensure exceptional client support and satisfaction.
Job Description: As the Customer Success Lead, you will play a pivotal role in driving customer satisfaction and retention. You will lead a small team of 2-3 Customer Success Consultants, providing guidance and support to help our clients achieve their cyber-security goals. Your leadership will be critical in fostering a culture of excellence and continuous improvement within the team.
Despite the people management function of this role, due to the small size of the team, this CS Lead post will also need to take on the day-to-day Customer Success function and work with your CS team members to support customers..
Key Responsibilities:
Lead and mentor a team of Customer Success Consultants, providing direction, support, and professional development.
Develop and execute customer success strategies to enhance client satisfaction and retention.
Act as the primary point of contact for key clients, addressing their needs and ensuring their success with our solutions.
Collaborate with clients to understand their business objectives and provide tailored solutions to meet their cyber-security needs.
Monitor and analyze client usage data and feedback to identify opportunities for improvement and proactive support.
Coordinate with cross-functional teams, including Sales, Product, and Engineering, to address customer issues and ensure seamless service delivery.
Develop and deliver comprehensive onboarding and training programs for new clients.
Create and present regular reports on customer success metrics and initiatives to senior management.
Foster strong relationships with clients to become a trusted advisor and advocate for their success.
Drive continuous improvement of customer success processes and best practices.
Requirements
Bachelor’s degree in Information Technology, or a related field.
At least 5-7 years of experience in Customer Success or Technical Account management role, preferably within the B2B software industry (knowledge in Security related solutions would be ideal)
Proven leadership experience, with the ability to mentor and develop team members.
Strong understanding of cyber-security solutions and industry best practices.
Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.
Analytical mindset with the ability to interpret data and provide actionable insights.
Proactive and solution-oriented approach to customer success.
Strong inter-personal communications skills
Only English is required (if you can speak other Asian languages, it would be an advantage but not a MUST)