Customer Success Head

Randstad; Kuala Lumpur; On-site; MYR 250,000 - 300,000; Full time

Job summary

A global software provider is seeking a Customer Success Head in Kuala Lumpur, responsible for developing and executing business strategies, leading a skilled team, and optimizing customer lifecycle management. Candidates should have over 10 years of experience in customer-facing roles within software companies and demonstrate strong leadership abilities. This role involves driving collaboration across teams while advocating for customers and ensuring their success.

Qualifications

• 10+ years of customer-facing experience in a b2b or b2c software company.
• Experience expanding customer product adoption and developing strategies for growth.
• Proven ability to execute in customer-focused environments.

Responsibilities

• Develop and execute the business strategy for the Customer Success KL team.
• Build and lead a Customer Success team managing customer relationships.
• Drive cross-functional alignment and execution between teams.

Skills

Strategic & Commercial Leadership

Operational & Data Mastery

Team Building & People Management

Education

Bachelor Degree

Job description

About the Company

Randstad is partnering with a global provider of integrated business management software for a Customer Success Head in Kuala Lumpur(form):

About the Job

Key Responsibilities:

• Develop and execute the business strategy for Customer Success KL team in conjunction with KL and Customer Success leadership teams across the globe.
• Build and lead%C  the Customer Success team of experienced and highly capable individuals that manage customer relationships and understand their strategy, desired outcomes, technical landscapes and business goals.
• Drive cross-functional alignment and execution, ensuring seamless collaboration between teams.
• Define and optimize the customer lifecycle. Standardize and scale intervention for each point in the journey, define segmentation of the customer base and apply various other strategies.
• Develop priorities and objectives. Provide input to global customer success executives on our worldwide customer success at scale strategy.
• Be a key member of the leadership team by taking ownership of business growth consumption activities post-sales.

Skills & Experience

• 10+ years of customer-facing experience working for a b2b or b2c software company and driving customer transformation programs.
• Experience expanding SME & mid-size customer product adoption, identifying customer patterns and best practices, and developing replicable strategies for growth.
• Experience in hiring, developing and leading a world-class, customer-facing team; demonstrated people management capabilities including coaching, performance management and success management to drive high levels of employee engagement.
• Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization.
• Crisp, compelling and practical style of organizing thoughts into writing and speech; able to communicate Taiwanese with all levels in an organization.

Skills

• Strategic & Commercial Leadership
• Operational & Data Mastery
• Team Building & People Management

Qualification

no additional qualifications required

Education

Bachelor Degree