Head of Customer Success

CAPTAIN'S EYE ASIA PTE. LTD.; Singapore; Sur place; SGD 180 000 - 260 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Team leadership

Customer Success

Stakeholder mgmt

Data analytics

English comms

Cross-cultural

Mentoring

Travel availability

Formation

Bachelor’s degree or higher

Outils

Salesforce

Description du poste

Head of Customer Success, Captain’s Eye, Singapore

Captain’s Eye is a fast-growing AI tech company changing safety and operational efficiency in the maritime industry through advanced CCTV and real-time video analytics. Shipping companies worldwide use our platform for smart surveillance, actionable insights and proactive risk management.

Role Overview

We are looking for a Singapore based Head of Customer Success to build and lead our Customer Success department. You will own the full post-sale journey: onboarding, adoption, support, retention and expansion across our global client base. You will lead the CSM and support teams and report directly to the CEO.

Key Responsibilities

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

Requirements

• Minimum 8 years in Customer Success, Account Management or a 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 skills in English
• Experience working in multicultural, international environments
• Willingness to travel regionally and occasionally visit vessels
• Bachelor’s degree or higher

Strong advantage

• Maritime background: shipping, ship management, marine technology or seagoing experience
• Experience building a CS department from the ground up in a scaling company

Why Join Captain’s Eye

• Build and shape the Customer Success department of a fast-growing global AI company
• Work with leading shipping companies across Asia, Europe and beyond
• Make a real impact on safety at sea: our system has detected fires on board before the smoke detectors did
• Competitive package and a dynamic, mission-driven team