Head of Customer Success & Growth

CTOS; Petaling Jaya; On-site; MYR 120,000 - 190,000; Full time

Job summary

CTOS is seeking a proactive Customer Success Manager to lead and mentor a team of Customer Success Managers, delivering exceptional customer experiences, driving retention and growth, and aligning client outcomes with business objectives.

You will collaborate with Sales, Product, Technology, Operations and Finance to resolve issues, develop customer health initiatives, and implement scalable success programs across our SaaS platforms.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Management, IT, Computer Science or a related discipline.
• Minimum 5 years of relevant experience in Customer Success, Account Management, Relationship Management, SaaS or a related field.
• At least 3 years of experience managing or leading a team.

Responsibilities

• Lead, manage and motivate a team of Customer Success Managers to achieve team and individual objectives.
• Mentor, coach and provide continuous guidance and support to CSMs to improve their performance and professional development.
• Set clear expectations, KPIs and performance standards for the team.
• Conduct regular performance reviews and team discussions to identify areas for improvement.
• Build a high-performance, collaborative and customer-focused team culture.
• Support the team in managing complex customer situations and escalation approaches.
• Develop and execute Customer Success strategies aligned with company objectives.
• Identify opportunities to improve customer retention, engagement, revenue growth, upselling and cross-selling.
• Plan proactive customer engagement activities and campaigns.
• Work with cross-functional departments to resolve issues and ensure timely resolution.

Skills

Team leadership

Strategic planning

Stakeholder management

Problem solving

Business acumen

Education

Bachelor's degree in Business Administration/Management or related

Job description

CTOS is seeking a proactive Customer Success Manager to lead and mentor a team of Customer Success Managers, delivering exceptional customer experiences, driving retention and growth, and aligning client outcomes with business objectives.

You will collaborate with Sales, Product, Technology, Operations and Finance to resolve issues, develop customer health initiatives, and implement scalable success programs across our SaaS platforms.