Global Head of Customer Success & Growth

CAPTAIN'S EYE ASIA PTE. LTD.

Singapore

On-site

SGD 180,000 - 260,000

Full time

8 days ago

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Job summary

Captain’s Eye Asia PTE. LTD. is seeking a Singapore-based Head of Customer Success to build and lead the CS department. You will own onboarding, adoption, support, retention and expansion across a global client base, leading the CSM and support teams and reporting to the CEO.

You will define the CS strategy, drive health metrics, renewals and expansions, and collaborate with Sales, Product and R&D to translate client feedback into product improvements. Regional travel is expected.

Qualifications

Minimum 8 years in Customer Success, Account Management or similar role with at least 3 years leading teams.
Proven track record owning retention and growth of B2B enterprise accounts.
Experience in B2B SaaS, AI, IoT or video analytics companies.
Strong data skills: comfortable with CRM (Salesforce or similar) and product analytics tools.
Excellent communication, presentation and stakeholder management in English.

Responsibilities

Lead, mentor and grow the CS team (CSMs and support).
Define and run CS strategy, playbooks and processes (onboarding, health scoring, QBRs, renewals, escalations).
Own retention, renewal and net revenue retention; drive upsell/cross-sell with Sales.
Act as senior escalation point and executive sponsor for key shipowner and ship management accounts.
Set up and track CS KPIs using CRM and analytics tools.
Work with Sales, Product, R&D and field engineering to turn customer feedback into product/service improvements.
Oversee the support process and SLAs, ensuring fleet issues are resolved quickly.
Hire, train and onboard new team members as the department grows.
Travel regionally to client offices and, when needed, on board vessels.