Regional CS Director: Lead Revenue-Driven Customer Success

Malvern Panalytical; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Malvern Panalytical is seeking a Regional Customer Success Director to lead a geographically distributed team of Customer Services professionals. You will drive customer satisfaction, revenue through service delivery, and implement global CS policies within your territory.

Responsibilities include planning, KPI reporting, coordinating with Sales and Finance, and ensuring compliant, efficient service delivery. Strong leadership, Six Sigma skills and budget savvy are essential for success.

Qualifications

• 5–10 years’ experience in customer services with large teams.
• Proven track record of improving customer satisfaction/NPS.
• Lean Six Sigma skills and change management experience.
• Experience with budgets, pricing and financial metrics.
• CRM systems experience (Salesforce, ServiceMax) is a plus.

Responsibilities

• Lead planning and execution of regional customer success activities.
• Drive KPI reporting, escalations, and regional performance.
• Coordinate with Sales, Finance and management for initiatives.
• Ensure timely service delivery and customer satisfaction.
• Support global health and safety and related initiatives.
• Mentor regional directors and ensure best practices are shared.

Skills

Customer service leadership

Lean Six Sigma

Change management

Budgeting & pricing

Communication skills

Team management

Travel readiness

Problem solving

CRM knowledge

Education

Bachelor's degree or equivalent

Tools

Salesforce

ServiceMax

Job description

Malvern Panalytical is seeking a Regional Customer Success Director to lead a geographically distributed team of Customer Services professionals. You will drive customer satisfaction, revenue through service delivery, and implement global CS policies within your territory.

Responsibilities include planning, KPI reporting, coordinating with Sales and Finance, and ensuring compliant, efficient service delivery. Strong leadership, Six Sigma skills and budget savvy are essential for success.