Head of Customer Success & Growth

NCS Group; Singapore; On-site; SGD 100,000 - 180,000; Full time

Job summary

NCS Group is seeking an experienced Customer Success Manager to head our customer success team. This role drives satisfaction, retention and growth by leading a team of success managers and ensuring our clients achieve maximum value from our IT solutions.

The ideal candidate combines strong leadership with deep technical and business acumen, and collaborates with delivery teams to align client needs with company goals while pursuing upsell and renewal opportunities.

Qualifications

• Bachelor’s degree in IT, Business, or related field.
• 5+ years of experience in customer success, account management, or IT consulting, with at least 2 years in a leadership role.
• Strong understanding of managed services, End User Computing solutions and financial P&L concepts.
• Proven track record of managing teams and driving customer retention.
• Excellent communication, negotiation, and stakeholder management skills.
• Proficiency with Excel, CRM and ITSM platforms.

Responsibilities

• Lead and develop a team of Customer Success Managers.
• Define and implement customer success frameworks.
• Oversee onboarding, adoption, and retention strategies for key accounts.
• Build executive-level relationships with clients to ensure long-term success.
• Collaborate with delivery teams to align customer needs with company goals.
• Identify opportunities for upselling and cross-selling service offerings.
• Monitor account health and reduce churn.
• Provide regular reports on customer success metrics to senior leadership.

Skills

Leadership

Customer success

Communication

Stakeholder management

Negotiation

Education

Bachelor’s degree in IT or related field

Tools

CRM

Excel

ITSM platforms

Job description

NCS Group is seeking an experienced Customer Success Manager to head our customer success team. This role drives satisfaction, retention and growth by leading a team of success managers and ensuring our clients achieve maximum value from our IT solutions.

The ideal candidate combines strong leadership with deep technical and business acumen, and collaborates with delivery teams to align client needs with company goals while pursuing upsell and renewal opportunities.