GM/Director - Customer Success

KNOLSKAPE Solutions Pvt. Ltd.; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

KNOLSKAPE Solutions Pvt. Ltd. is seeking a seasoned leader for their APAC Customer Success team. The ideal candidate will ensure clients maximize value from the company's learning solutions through effective engagement strategies and cross-functional collaboration. With responsibilities spanning commercial activities and team management, this role is crucial for driving customer satisfaction and retention.

Qualifications

• 6-10 years of proven experience in customer success management, preferably in a SaaS or EdTech environment.
• Strong leadership and team management skills are essential.
• Excellent communication and interpersonal skills required.

Responsibilities

• Oversee customer engagement and retention strategies to ensure customer success.
• Act as escalation point for complex customer issues and support CSMs in resolution.
• Track, analyze, and report key metrics related to customer success.

Skills

Leadership

Team Management

Customer Engagement

Communication

Data Analysis

Strategic Thinking

Education

Bachelor’s degree in Business, Education, or a related field

MBA or similar advanced degree

Job description

Position Overview:

We are seeking a dynamic and experienced individual to lead our APAC Customer Success (CS) team at KNOLSKAPE. The ideal candidate will play a pivotal role in ensuring our customers achieve their desired outcomes through our learning simulations and wraparound services. This role will involve both commercial and non-commercial activities to drive customer satisfaction, retention, and overall success.

Key Responsibilities:

Commercial Activities:

1. Customer Engagement and Retention:

Oversee the development and maintenance of strong customer relationships.

Ensure CSMs are effectively managing customer accounts and addressing their needs.

Develop and implement strategies to improve customer retention and reduce churn.

1. Support and Problem Resolution:

Act as an escalation point for complex customer issues.

Work with CSMs and other departments to resolve issues promptly and effectively.

Gather and analyze customer feedback to identify trends and areas for improvement.

1. Metrics and Reporting:

Track and analyze key metrics related to customer success.

Provide regular reports to senior management on the performance of the CS team.

1. Customer Advocacy:

Serve as the voice of the customer within the company.

Oversee the collection and dissemination of customer success stories and case studies.

1. Cross-Functional Collaboration:

Work closely with the sales team to ensure a smooth handoff from sales to customer success.

Collaborate with the marketing team to create materials and campaigns that support customer success efforts.

Non-Commercial Activities:

1. Leadership and Team Management:

Provide leadership, mentorship, and support to the CS team.

Foster a collaborative and high-performing team culture.

Set performance goals, conduct regular performance reviews, and provide feedback to CSMs.

Recruit, hire, and train new CSMs.

1. Strategy and Planning:

Develop and implement the CS strategy aligned with the company's goals and objectives.

Set team goals and KPIs that align with overall business objectives.

1. Customer Success Operations:

Identify and implement improvements in customer success processes and tools.

Allocate resources effectively, ensuring that CSMs have the necessary support to manage their customer portfolios.

1. Continuous Improvement:

Encourage continuous learning and professional development within the CS team.

Identify opportunities for innovation in customer success practices.

1. Product and Service Integration:

Work closely with the product team to ensure that customer feedback is incorporated into product development.

Ensure that the learning simulations and wraparound services are seamlessly integrated.

Qualifications:

Bachelor’s degree in Business, Education, or a related field; MBA or similar advanced degree preferred.

6-10 years of proven experience in customer success management, preferably in a SaaS or EdTech environment.

Strong leadership and team management skills.

Excellent communication and interpersonal skills.

Ability to analyze data and use metrics to drive decisions.

Strategic thinker with a customer-centric mindset.

Reporting– CBO APAC

About KNOLSKAPE:

At KNOLSKAPE, we help organizations and leaders become future-ready through experiential learning. With a diverse range of award-winning Simulation Courses and Experiential Journeys in areas such as Culture, Digital Transformation, and Leadership, we enable CXOs, Managers, and Individual Contributors to keep up with the pace of innovation and adapt to change. KNOLSKAPE has emerged as a global pioneer in hyper-contextualized learning by leveraging its custom simulation-building capability, “Genie”. Moreover, our AI/NLP powered Nano-simulations are serving the clients as versatile micro-learning tools crafted to address a wide spectrum of nuanced learning needs. We have collaborated with 450+ leading organizations globally to provide learning and development opportunities to 500,000+ learners every year. Founded by Rajiv Jayaraman, KNOLSKAPE is a certified Great Place to Work organization that delivers robust transformative experiences for the modern learner and the modern workplace. KNOLSKAPE is a 150+ strong team with offices in Singapore, India, Malaysia, UK, and USA serving a rapidly growing global client base across industries.