Head of Customer Experience & Adoption

Nutanix; Singapore; Hybrid; SGD 180,000 - 240,000; Full time

Job summary

Nutanix in Singapore seeks a strategic leader to build and mentor a high‑performing Customer Experience team, driving adoption, satisfaction and retention in a subscription SaaS model.

You will report to the APJ Director of Customer Success and Enterprise Architecture, work with sales, support and engineering, and occasionally travel to meet regional teams and customers.

Hybrid work arrangement with remote leadership and occasional in-person collaboration.

Qualifications

• 7–10 years in customer success or customer experience roles
• 3–5 years in a management role
• Experience in subscription-based SaaS business models
• Ability to influence product roadmaps based on customer feedback
• Willingness to earn Nutanix Certified Professional within the first year
• Hands-on approach to customer engagement and problem-solving
• Commitment to diversity and inclusion in hiring and team composition
• Ability to navigate organizational dynamics and foster collaboration across departments

Responsibilities

• Lead and mentor a team of Customer Experience Managers to drive adoption and retention
• Develop relationships with sales, support and engineering teams
• Collaborate with a global CS leadership team for program development
• Assign team members to accounts based on strengths and needs
• Engage directly with customers to ensure success and align with goals
• Implement a customer success capability aligned with the subscription model
• Influence product roadmaps based on customer feedback and market needs
• Foster a diverse team environment to enhance dynamics and creativity
• Establish metrics and evaluate team members to drive accountability and growth

Skills

Leadership & mentoring

Team management

Stakeholder relationship

Customer success experience

SaaS subscription understanding

Product feedback to roadmap

Diversity & inclusion

Cross-functional collaboration

Job description

Nutanix in Singapore seeks a strategic leader to build and mentor a high‑performing Customer Experience team, driving adoption, satisfaction and retention in a subscription SaaS model.

You will report to the APJ Director of Customer Success and Enterprise Architecture, work with sales, support and engineering, and occasionally travel to meet regional teams and customers.

Hybrid work arrangement with remote leadership and occasional in-person collaboration.