Head of Global Customer Success and Operations

TALENT-MERGE PTE. LTD.; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

TALENT-MERGE PTE. LTD. is seeking a senior leader to own the global customer success lifecycle, including onboarding, activation, engagement, and retention for enterprise clients.

You will build and coach large teams, ensure SLA adherence, and collaborate with Product, Operations, Logistics, and fintech partners to deliver cross-functional, high-impact programs. Ideal candidates bring 15+ years in customer success or related leadership roles, with strong CRM skills and experience managing

Qualifications

• 15+ years in customer success, operations, or comparable leadership roles.
• International customer processes and enterprise stakeholders experience is preferred.
• CRM and support platforms knowledge: Salesforce, HubSpot, Freshdesk, Jira.
• Strong leadership, communication, and team management for large-scale operations.

Responsibilities

• Own the complete customer success lifecycle across global operations.
• Oversee onboarding, activation, engagement, retention, and escalation handling for enterprise customers.
• Build, coach, and assess customer success teams against performance metrics.
• Uphold SLA commitments across onboarding, support, and workflows.
• Partner with Product, Operations, Logistics, and fintech partners on cross-functional delivery.
• Track customer engagement metrics and improve them.
• Strengthen customer satisfaction, retention, and long-term relationships.
• Facilitate KYC/CDD and compliance-related workflows when required.
• Refine customer success processes, efficiency, and service delivery standards.
• Sustain CRM hygiene and reporting accuracy across customer operations.

Skills

Leadership

Stakeholder management

Strategic operations

Team management

Tools

Salesforce

HubSpot

Freshdesk

Jira

Job description

Responsibilities

1. Own the complete customer success lifecycle across global operations.
2. Oversee onboarding, activation, engagement, retention, and escalation handling for enterprise customers.
3. Build, coach, and assess customer success teams against clear performance metrics.
4. Uphold SLA commitments across onboarding, support, and operational workflows.
5. Partner with Product, Operations, Logistics, and fintech partners on cross-functional delivery.
6. Track customer engagement metrics and introduce measures that improve them.
7. Strengthen customer satisfaction, retention, and long-term customer relationships.
8. Facilitate KYC/CDD and compliance-related workflows where required.
9. Refine customer success processes, operational efficiency, and service delivery standards.
10. Sustain CRM hygiene and reporting accuracy across customer operations.

Requirements

1. 15 or more years of experience in customer success, customer operations, customer support, or comparable leadership roles.
2. Proven record managing international customer processes and enterprise stakeholders; exposure to maritime, fintech or payments, SaaS, or industrial workforce solutions is an advantage.
3. Working knowledge of CRM and support platforms such as Salesforce, HubSpot, Freshdesk, or Jira.
4. Strong leadership, communication, and team management skills, with the capacity to run large-scale customer operations independently in a fast-paced environment.

Clarence Khoh
R1552376