Head of Customer Success/ ITIL / Leadership / Tech company (REF:TYL)

TRUST RECRUIT PTE. LTD.; Singapore; On-site; SGD 100,000 - 160,000; Full time

Job summary

A leading company in Singapore seeks a Customer Success Manager to develop and execute strategies that drive customer satisfaction and loyalty. This role involves overseeing post-implementation services, leading a team, and collaborating across departments to ensure efficient service delivery. The ideal candidate will have extensive experience in customer success, strong leadership skills, and a proven ability to align customer success strategies with organizational goals.

Benefits

Dynamic work environment

Professional development opportunities

Qualifications

• 8+ years in customer success or technical support roles, with at least 3 years in leadership.
• Strong understanding of post-implementation support and SLA management.
• Ability to analyze customer data to drive strategy.

Responsibilities

• Develop company-wide customer success strategy to improve retention and satisfaction.
• Lead help desk operations to ensure service stability and timely resolution.
• Hire and mentor a high-performing customer success team.

Skills

Customer relationship management

Analytical skills

Leadership

Strategic thinking

Service delivery

Education

Bachelor’s degree in business, IT, or a related field

Tools

Help desk systems

Customer success tools

Job description

Responsibilities:

• Develop and execute a company-wide customer success strategy to drive retention, satisfaction, and loyalty

• Oversee post-implementation services, ensuring uptime, proactive maintenance, and service stability

• Lead help desk operations and ticketing performance to ensure SLA compliance and timely resolution

• Serve as the escalation point for complex client issues, working cross-functionally to deliver effective outcomes

• Implement regular performance audits and customer feedback loops to enhance service delivery

• Use customer insights and analytics to identify opportunities for improvement and innovation

• Define and monitor KPIs such as Net Revenue Retention (NRR), Customer Health Score, and SLA Compliance Rate

• Hire, mentor, and lead a high-performing team while fostering a customer-first, metrics-driven culture

• Collaborate closely with Product, Sales, and Technical teams to align success efforts with company strategy

Requirements:

• Bachelor’s degree in business, IT, or a related field

• At least 8 years of experience in customer success, technical support, or a related role, with at least 3 years in a leadership position.

• Proven experience in aligning customer success strategies with organizational growth goals

• Strong understanding of post-implementation support, SLA management, and service delivery processes.

• Familiarity with help desk systems, customer success tools, and IT service management frameworks (e.g., ITIL).

• Ability to develop and implement comprehensive customer success strategies that align with the company's goals and objectives

• Proficiency in building and maintaining strong relationships with customers, understanding their needs, and ensuring their satisfaction to foster loyalty and retention

• Skill in analyzing customer data to inform strategies, predict behaviors, and proactively address issues, thereby enhancing the customer experience

• Expertise in designing and implementing processes that enhance team productivity and customer engagement, ensuring efficient and effective service delivery

• Strong ability to articulate the value of customer success across the organization, advocate for customer needs, and influence stakeholders to align with customer-centric initiatives

• Capacity to understand and share the feelings of both customers and team members, fostering a culture of support and collaboration

• Ability to manage change, embrace new technologies, and lead teams through transitions to stay ahead in a dynamic business environment

• Has good understanding of how customer success activities impact revenue, with the ability to identify opportunities for upselling, cross-selling, and reducing churn

HOW TO APPLY:

Interested applicants, kindly send your resume in MS WORD format to ref24#trustrecruit.com.sg or please click on “Apply Now”.

We regret only shortlisted candidates will be notified.

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Trust Recruit Pte Ltd

EA License No: 19C9950

EA Personnel: Teah Yan Lin (Rolland)

EA Personnel Reg No: R23115528