Global Head of Client Success

TOOKITAKI HOLDING PTE. LTD.; Singapore; On-site; SGD 150,000 - 200,000; Full time

Job summary

A leading technology firm in Singapore is seeking a Global Head of Client Success to lead a unified function driving customer engagement and operational excellence. The ideal candidate has over 15 years of experience in customer success within the SaaS or financial technology sectors. This role is pivotal in ensuring client success and aligning with regulatory standards to deliver top-notch compliance solutions. Competitive benefits and opportunities for professional growth are offered.

Benefits

Competitive salary

Professional development opportunities

Qualifications

• 15+ years in customer success, client services, or support roles.
• Experience in senior global leadership within enterprise SaaS or FinTech.
• Ability to translate technology into client outcomes.

Responsibilities

• Lead a global Client Success function for effective client engagement.
• Design post-sales strategies for complex B2B implementations.
• Establish support excellence practices for high-regulation clients.

Skills

Client advocacy

Customer engagement

Operational excellence

Education

Bachelor’s degree in Business Administration or Technology

MBA or equivalent

Tools

Salesforce

Freshservice

Job description

Role: Global Head of Client Success
Department: Client Success
Location: Singapore
Reporting To: CEO

Tookitaki is transforming the financial services landscape by building the trust layer for financial institutions. Through our AI-powered Anti-Financial Crime (AFC) ecosystem and FinCense platform, we provide end-to-end compliance solutions that enable banks and fintechs to detect, prevent, and respond to evolving threats in money laundering and fraud.

As the Global Head of Client Success, you will be at the forefront of delivering this trust to our customers. You will lead a unified global function comprising Client Support and Client Experience, responsible for ensuring every client realizes the full value of Tookitaki’s technology. This role is crucial to operationalizing trust, fostering long-term partnerships, and maximizing lifetime value.

You will drive proactive customer engagement, efficient support delivery, and strategic value articulation — all in alignment with the growing regulatory expectations and evolving threat landscape that Tookitaki’s platforms are built to address.

Purpose of this role:

This role exists to transform Tookitaki’s post-sales operations into a globally integrated, client-centric, and metrics-driven function that delivers operational excellence and sustainable revenue growth. The Global Head of Client Success will ensure our clients’ success is deeply embedded into every touchpoint, from implementation to adoption and beyond, enabling us to deliver tangible compliance outcomes while cultivating loyalty and expansion. The position is pivotal in aligning our customer journey with our broader mission of building a safer and more trusted financial ecosystem.

Key Responsibilities:

1. Leadership & Organizational Design

• Architect and lead a global Client Success function that brings together support and experience under a single strategic vision tailored to regulatory technology.
• Build geographically distributed, customer-facing teams aligned with Tookitaki’s enterprise clients across banking, payments, and fintech segments.

2. Client Lifecycle Management in RegTech Context

• Design post-sales engagement strategies for complex B2B implementations in compliance environments.
• Champion lifecycle strategies aligned with AML compliance workflows — from onboarding and name screening to transaction monitoring and risk investigations.

3. Customer Support Excellence

• Oversee a mission-critical support function that ensures platform uptime and SLA adherence for Tookitaki’s hybrid deployments (cloud/on-prem).
• Establish support excellence practices for production incidents and service requests, especially for clients operating in highly regulated jurisdictions.

4. Product Adoption & Strategic Engagement

• Lead the delivery of Quarterly Business Reviews (QBRs), monitor usage telemetry, and drive proactive interventions to optimize product adoption.
• Act as the executive sponsor for high-value clients ensuring Tookitaki’s innovations — such as federated learning and model governance — translate into real-world impact

5. Customer Advocacy & Feedback Loop

• Create structured Voice of the Customer (VoC) programs to integrate client input into Tookitaki’s roadmap, especially for emerging compliance needs (e.g., crypto regulations, beneficial ownership frameworks).
• Represent the customer in shaping federated model training, explainability enhancements, and customization capabilities of Tookitaki’s AI models.

6. Commercial Impact & Expansion Strategy

• Drive Net Revenue Retention (NRR) by embedding success-led growth and identifying upsell/cross-sell triggers in collaboration with the account teams.
• Build strong executive relationships and co-own expansion strategy across markets with client-facing leadership.

7. Operational Excellence & Metrics Framework

• Define and monitor customer health indicators, support SLA adherence, NPS benchmarks, and engagement metrics using tools like Salesforce, Freshservice, and internal analytics.
• Report client success impact to executive leadership and external stakeholders, including regulatory and audit partners where required.

Qualifications and Experience:

1. Education

• Bachelor’s degree in Business Administration, Technology, or a related discipline is required.
• Advanced degree (MBA or equivalent) is preferred, particularly with a focus on Strategy, Customer Success, or Global Business Management.

2. Experience

• 15+ years of progressive experience in customer success, client services, account management, or support roles, with at least 8–10 years in senior global leadership capacities within enterprise SaaS, FinTech, or RegTech domains.
• Proven success in building and scaling global customer success organizations, including support, success, and client engagement teams across APAC, India and MEA.
• Deep experience working with mission-critical software platforms in regulated environments, ideally in banking, AML, fraud, or compliance sectors.
• Demonstrated track record of developing and executing post-sales strategies that improved retention, adoption, and client lifetime value across diverse client tiers — from regional fintechs to multinational banks.
• Extensive exposure to customer-facing executive roles, serving as a strategic advisor to CXO-level stakeholders across a wide portfolio of enterprise accounts.
• Expertise in designing and managing customer health models, usage telemetry programs, and structured success planning tailored to industry-specific metrics (e.g., compliance efficiency, regulatory satisfaction).
• Familiarity with supporting hybrid deployments (cloud/on-prem), managing production environments, and overseeing incident response protocols with measurable SLA adherence.
• Demonstrated ability to implement structured Voice of Customer (VoC) programs, synthesize qualitative and quantitative feedback, and collaborate with Product, Engineering, and Data Science teams to shape roadmap direction and customer enablement assets.
• Hands-on leadership in defining and tracking KPIs including Net Revenue Retention (NRR), Net Promoter Score (NPS), time-to-value, and time-to-resolution.
• Experience in setting up and optimizing tooling infrastructure such as Salesforce, Gainsight, Freshservice, Zendesk, and related customer lifecycle platforms.

3. Customer-Centric Mindset

• Deep-rooted belief in customer advocacy and empathy, coupled with a business-minded approach to value delivery.
• Ability to translate complex technology and AI-driven capabilities into clear business outcomes for clients.
• Skilled in navigating cross-functional alignment to break silos and drive holistic customer success — from onboarding to expansion and renewal.

4. Key Competencies

• Trust Enablement: Aligns customer engagement strategy with Tookitaki’s vision of building trust through real-time financial crime protection.
• Regulatory Fluency: Navigates customer conversations with awareness of FATF guidelines, AML directives, and compliance challenges.
• Strategic Empathy: Balances regulatory complexity with product innovation and client enablement.
• Operational Rigor: Masters delivery excellence across cloud, on-premise, and hybrid models.
• Thought Leadership: Represents Tookitaki in industry forums, regulatory roundtables, and strategic client briefings.

5. Success Metrics

• Maintain Net Promoter Score (NPS) ≥ 8 across regulated client base.
• Achieve ≥120% Net Revenue Retention (NRR) across enterprise accounts.
• Reduce resolution times for P1 incidents by 30% YoY.
• Increase usage of Tookitaki’s advanced modules (e.g., federated learning, typology repository) by 25%.
• Deliver QBRs for 100% of strategic customers with ≥95% satisfaction.

Why Join Tookitaki?

Tookitaki is a pioneer in collaborative intelligence for financial crime prevention. Recognized as a World Economic Forum Technology Pioneer and named in Forbes Asia 100 to Watch, our impact spans tier-1 banks and new-age fintechs.

As the Global Head of Client Success, you will play a vital role in building resilience in the financial system, one client at a time. You will be instrumental in realizing Tookitaki’s promise to deliver real-time, explainable, and scalable compliance solutions while upholding the highest standard of customer value.

At Tookitaki, you’ll contribute to building the trust layer for financial services, enabling banks and fintechs worldwide to stay ahead of financial crime. If you are passionate about solving complex problems, building AI-driven solutions, and shaping market-leading products, we would love to hear from you!

More about Tookitaki

Tookitaki: The Trust Layer for Financial Services

Tookitaki is transforming financial services by building a robust trust layer that focuses on two crucial pillars: preventing fraud to build consumer trust and combating money laundering to secure institutional trust. Our trust layer leverages collaborative intelligence and a federated AI approach, delivering powerful, AI-driven solutions for real-time fraud detection and AML (Anti-Money Laundering) compliance.

How We Build Trust: Our Unique Value Propositions

1. AFC Ecosystem – Community-Driven Financial Crime Protection
   The Anti-Financial Crime (AFC) Ecosystem is a community-driven platform that continuously updates financial crime patterns with real-time intelligence from industry experts. This enables our clients to stay ahead of the latest money laundering and fraud tactics. Leading digital banks and payment platforms rely on Tookitaki to protect them against evolving financial crime threats. By joining this ecosystem, institutions benefit from the collective intelligence of top industry players, ensuring robust protection.
2. FinCense – End-to-End Compliance Platform
   Our FinCense platform is a comprehensive compliance solution that covers all aspects of AML and fraud prevention—from name screening and customer due diligence (CDD) to transaction monitoring and fraud detection. This ensures financial institutions not only meet regulatory requirements but also mitigate risks of non-compliance, providing the peace of mind they need as they scale.

Industry Recognition and Global Impact

Tookitaki’s innovative approach has been recognized by some of the leading financial entities in Asia. We have also earned accolades from key industry bodies such as FATF and received prestigious awards like the World Economic Forum Technology Pioneer, Forbes Asia 100 to Watch, and Chartis RiskTech100.

Serving some of the world’s most prominent banks and fintech companies, Tookitaki is continuously redefining the standards of financial crime detection and prevention, creating a safer and more trustworthy financial ecosystem for everyone.