Director of Customer Success & Technical Services

BIPO SERVICE (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

BIPO SERVICE (SINGAPORE) PTE. LTD. is seeking an experienced Head of Customer Success to own our global customer lifecycle, from onboarding to renewal and expansion. You will lead the frontline teams—CSMs, TSEs, and PSEs—across regions, setting goals, coaching talent, and building scalable playbooks.

Collaborate with Sales, Product, and Engineering to translate customer needs into roadmaps, drive health metrics, manage churn risk, and ensure high satisfaction at enterprise scale.

Qualifications

• 8+ years in customer success or related fields.
• 3+ years leading multidisciplinary, customer-facing teams.
• Experience with data-driven health programs and forecasting.
• Proven ability to scale CS org and reduce churn.
• Excellent leadership, communication, and coaching skills.

Responsibilities

• Own the customer success strategy and operating model across onboarding, adoption, renewal, and expansion.
• Lead the front line technical service org — CSMs, TSEs, and PSEs — with clear goals and career paths.
• Recruit, coach, and develop a high-performing team focused on customer obsession and accountability.
• Define and run customer health programs — health scoring, QBRs, success plans, churn risk management.
• Ensure service excellence across support and professional services, with SLA adherence and onboarding success.
• Partner with Sales and Marketing on renewals, upsell, and expansion revenue.
• Act as executive sponsor for strategic accounts, aligning with customer executives on outcomes.
• Collaborate with Product and Engineering to translate insights into roadmaps and improvements.
• Establish and report on CS metrics — adoption, health, churn, NPS, expansion.

Skills

Customer success leadership

Team building

Stakeholder management

Data-driven analytics

SaaS / cloud platforms

Cross-functional collaboration

Coaching & mentoring

Education

Bachelor’s degree in CS/Engineering

Tools

CRM software

Job description

BIPO SERVICE (SINGAPORE) PTE. LTD. is seeking an experienced Head of Customer Success to own our global customer lifecycle, from onboarding to renewal and expansion. You will lead the frontline teams—CSMs, TSEs, and PSEs—across regions, setting goals, coaching talent, and building scalable playbooks.

Collaborate with Sales, Product, and Engineering to translate customer needs into roadmaps, drive health metrics, manage churn risk, and ensure high satisfaction at enterprise scale.