Director, AI & SaaS Customer Success

I CONCEPT INNOVATION PTE. LTD.; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

I Concept Innovation PTE. LTD. in Singapore seeks a strategic Customer Success Director to lead adoption and value realization of AI solutions and SaaS platforms for enterprise clients. You will shape customer success strategy, oversee onboarding, drive expansion, and build a high-performing team.

This role collaborates with Sales, Product, Marketing and Delivery to ensure measurable outcomes, strong retention, recurring revenue, and exceptional customer experience across the portfolio.

Responsibilities

• Develop and implement customer success strategies that maximise customer satisfaction, retention, software adoption, and customer lifetime value across the company's ICT products and SaaS solutions.
• Oversee customer profiling and segmentation to deliver differentiated engagement strategies based on customer business needs, industry sectors, and technology maturity.
• Define customer success objectives, critical success factors, service standards, and performance frameworks to measure customer outcomes and business value.
• Establish customer journey frameworks covering onboarding, implementation, adoption, renewal, and long-term account development.
• Develop customer health scoring models and engagement frameworks to proactively identify growth opportunities and mitigate customer risks.

Job description

I Concept Innovation PTE. LTD. in Singapore seeks a strategic Customer Success Director to lead adoption and value realization of AI solutions and SaaS platforms for enterprise clients. You will shape customer success strategy, oversee onboarding, drive expansion, and build a high-performing team.

This role collaborates with Sales, Product, Marketing and Delivery to ensure measurable outcomes, strong retention, recurring revenue, and exceptional customer experience across the portfolio.