Customer Success Director for Hospitality Industry

Randstad; Kuala Lumpur; On-site; MYR 180,000 - 250,000; Full time

Job summary

A leading recruiting firm is seeking a Customer Success Director to lead its thriving international hub in Kuala Lumpur. The role involves overseeing a global customer success organization that enhances client engagement, product adoption, and support operations. Ideal candidates will have over 10 years of experience in Customer Success and strong leadership abilities. This position offers the opportunity to influence retention outcomes and digital delivery across multiple regions, engaging closely with senior global stakeholders.

Benefits

Opportunity to lead a large-scale Customer Success organisation

Strategic role influencing retention outcomes

Exposure to senior global stakeholders

Qualifications

• 10+ years’ experience in Customer Success, Commercial Operations, Service Delivery, Transformation, or similar client-facing functions within a technology, SaaS, or digital environment.
• Demonstrated experience in driving customer transformation and product adoption strategies at scale.
• Strong people leadership track record with the ability to hire, develop, and inspire high-performing teams.

Responsibilities

• Develop and execute the long-term strategy for the Customer Success organisation in Kuala Lumpur.
• Build, lead, and coach a high-performing team capable of driving customer outcomes.
• Own P&L and key performance metrics including customer satisfaction, retention, and renewal rates.

Skills

SAAS

Customer Success

Education

Bachelor Degree

Job description

Customer Success Director for Hospitality Industry

Job Details

Head of Customer Success | Customer Success Director (Global Portfolio) Kuala Lumpur

We are hiring a Head of Customer Success to lead a growing international hub in Kuala Lumpur. This role will sit on the KL leadership team and oversee a global customer success organisation, managing end‑to‑end client engagement delivery, product adoption, renewals, and support operations for customers across multiple regions.

In this position, you will be responsible for building, scaling, and optimising a multi‑disciplinary Customer Success function covering Professional Services, Success Management, Customer Support, and Renewals. You will work closely with senior stakeholders across regions to ensure customers achieve maximum value from our solutions, while driving commercial outcomes and service excellence.

This position is open to both local Malaysian leaders as well as professionals that are open for relocation with relevant experience.

Key Responsibilities

• Develop and execute the long‑term strategy for the Customer Success organisation in Kuala Lumpur, aligned with regional and global business priorities.
• Build, lead, and coach a high‑performing team capable of driving customer outcomes, adoption, and measurable service performance.
• Own P&L and key performance metrics including customer satisfaction, retention, renewal rates, commercial performance, and internal engagement.
• Ensure strong alignment between Customer Success, Product, Strategy, Sales, Delivery, and Support teams to drive seamless customer journeys.
• Design and optimise intervention models across the entire customer lifecycle, including segmentation strategy and scalable delivery frameworks.
• Partner with global customer‑facing teams to execute programs that improve product usage, customer retention, and account expansion.
• Champion customer advocacy across the organisation, ensuring customer needs and insights influence business decisions.
• Serve as a senior member of the KL leadership team, supporting post‑sales business growth initiatives.

Talent We’re Looking For

• 10+ years’ experience in Customer Success, Commercial Operations, Service Delivery, Transformation, or similar client‑facing functions within a technology, SaaS, or digital environment.
• Demonstrated experience in driving customer transformation and product adoption strategies at scale.
• Strong people leadership track record — ability to hire, develop, and inspire high‑performing teams.
• Able to navigate a matrix environment, influence stakeholders at all levels, and manage competing priorities.
• Strategic thinker with a structured problem‑solving approach and ability to translate business needs into execution plans.
• Exceptional communication skills, comfortable presenting at regional or global forums.
• Prior experience in driving customer lifecycle execution, renewals operations, or subscription models will be an added advantage.

What’s In It For You

• Opportunity to lead a large‑scale Customer Success organisation supporting multiple geographies.
• Strategic role with direct influence on retention outcomes, customer adoption, digital delivery, and global enablement.
• Exposure to senior global stakeholders and the ability to shape best‑practice customer success models across markets.

Skills

SAAS / Customer Success

Qualification

10+ years’ experience in Customer Success, Commercial Operations, Service Delivery, Transformation, or similar client‑facing functions within a technology, SaaS, or digital environment.

Education

Bachelor Degree