VP, Client Success

ALTA ALTERNATIVE INVESTMENTS PTE. LTD.; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

ALTA ALTERNATIVE INVESTMENTS PTE. LTD. seeks a VP, Client Success to build and lead a distributed CS team across Singapore, Malaysia, Indonesia and the Philippines, driving retention, renewal and revenue growth.

You’ll align with Deal, Sales, Product, Operations and Compliance to deliver a best-in-class client experience and scalable engagement models. You’ll own onboarding through expansion, establishing health metrics, risk controls, and executive sponsorship for strategic relationships, while

Qualifications

• 5+ years in Client Success or related client-facing roles, with at least 2 years in leadership.
• Experience in financial services, capital markets, fintech, wealth management or regulated industries.
• Track record managing client relationships across multiple markets or regions.
• Experience serving high-touch enterprise and scaled, tech-enabled client segments.
• Demonstrated success improving retention and renewal revenue in a B2B environment.
• Strong track record building or scaling Client Success functions.
• Deep fluency in CS metrics — NRR, GRR, churn, LTV, CSAT, NPS, time-to-value.
• Excellent executive presence and stakeholder-management skills.
• Strong commercial judgement, balancing client needs with business and regulatory considerations.
• Highly collaborative with cross-functional partnership across Sales, Product, Operations and Compliance.
• Data-driven, using insight to prioritize initiatives and manage portfolio risk.
• Experience with CS platforms such as Salesforce, HubSpot, Gainsight, ChurnZero, Totango.

Responsibilities

• Full accountability for client retention, renewal performance, revenue retention across the client portfolio.
• Define and lead the end-to-end client success lifecycle — onboarding, adoption, engagement, value realization, renewal and expansion.
• Build, lead and mentor a high-performing Client Success organisation, defining structure and career pathways.
• Develop client segmentation and engagement models balancing high-touch and scalable support.
• Establish client health-scoring frameworks, early-warning systems and proactive engagement playbooks.
• Serve as executive sponsor and escalation point for Alta's most strategic clients.
• Ensure a strong onboarding experience that accelerates time-to-value.
• Lead quarterly and executive business reviews with strategic clients.
• Partner with Sales, Product, Operations, Compliance for end-to-end experience improvements.
• Define, monitor and report on metrics — NRR, GRR, churn, CSAT, NPS, adoption, time-to-value.
• Build playbooks, service standards and tooling to support growth.

Skills

Client Success leadership

Stakeholder management

Data-driven decisions

Cross-functional collaboration

Commercial judgement

Tools

Salesforce

HubSpot

Gainsight

ChurnZero

Totango

Job description

We’re Building the Future of Capital Markets; enabling entrepreneurship,
job creation, financial inclusion, and economic resilience

As Asia's leading securities brokerage, regulated exchange and fund management platform for alternative investments, Alta is at the forefront of building critical capital market infrastructure. We believe that access to capital markets are pivotal in all economies, we recognize that our role in building this critical infrastructure goes beyond facilitating trades; it paves the way for entrepreneurship, job creation, financial inclusion, and economic resilience, fostering a brighter future for emerging markets and economies.

Empowering Private Markets: Through our Digital Exchange, we enable the tokenization and digital custody of alternative assets. This end-to-end solution simplifies and expedites the trading of smaller asset blocks, ultimately facilitating access and liquidity in private markets.

Innovative Financial Ecosystem: Our journey has seen us transition from securities trading and distribution of comprehensive products, including equities, private credit, funds, and asset-backed securities(“ABS”) (representing Real World Assets ("RWA") like whiskies, wines, art, watches, and real estate) to include fund management and digital custody services.

Established in 2016 and headquartered in Singapore, Alta operates offices globally. We welcome energetic and creative individuals to be part of this ambitious journey with us.

About The Role

We're looking for a VP, Client Success to build and lead the function that sits at the heart of how our clients experience the business. This is as much a leadership role as it is a client-facing one: you'll be responsible for a distributed Client Success team based across Singapore, Malaysia, Indonesia and the Philippines, setting the structure, standards and coaching that turn a group of junior client-facing team members into a genuinely high-performing organisation.

You'll also be the connective tissue between our Deal team and our clients — the person who ensures deal terms and context land accurately with the team on the ground, and who clients and colleagues alike turn to first when something needs sorting, whether that's a query coming in from a client or information that needs to go out. That means being comfortable navigating the organisation, knowing who to pull in and when to escape, and bringing sound judgement to situations that don't always come with a clear playbook.

Beyond the day-to-day, you'll own the outcomes that matter most: retention, renewal and revenue growth across the portfolio. You'll shape the client lifecycle from onboarding through to expansion, build the frameworks that catch risk early, and act as the executive sponsor for our most strategic relationships — all while working closely with Sales, Product, Operations and Compliance to keep improving the end-to-end client experience.

Some Of The Key Responsibilities Include

• Full accountability for client retention, renewal performance, revenue retention across the client portfolio.
• Define and lead the end-to-end client success lifecycle — onboarding, adoption, engagement, value realisation, renewal and expansion — as an organisational strategy, not just a set of processes.
• Build, lead and mentor a high-performing Client Success organisation, defining structure, roles, performance frameworks and career pathways as the function scales.
• Develop client segmentation and engagement models that balance high-touch, executive-level support for strategic and enterprise clients with scalable models for the broader base.
• Establish client health-scoring frameworks, early-warning systems and proactive engagement playbooks to identify and get ahead of at-risk accounts.
• Serve as executive sponsor and escalation point for Alta's most strategic clients, building trusted relationships with senior and C-suite stakeholders.
• Ensure a consistently strong onboarding experience that accelerates time-to-value and sets the tone for the client relationship.
• Lead quarterly and executive business reviews with strategic clients, demonstrating value delivered and shaping the roadmap for deeper engagement.
• Partner with Sales leadership on handovers, renewals and expansion; with Product and Technology on structured feedback loops and roadmap prioritisation; and with Operations, Support and Compliance on resolving client issues and improving the end-to-end experience.
• Define, monitor and report on the metrics that matter — NRR, GRR, churn, CSAT, NPS, adoption and time-to-value — and translate them into leadership-level insight on portfolio health, risk and opportunity.
• Build the playbooks, service standards and tooling required to support the function's continued growth.

About You

• 5+ years in Client Success, Customer Success, Account Management, Relationship Management or a related client-facing discipline, including at least 2 years in a leadership role.
• Relevant experience in financial services, capital markets, fintech, wealth management, private markets or another regulated industry.
• Track record of managing client relationships across multiple markets or regions.
• Experience serving both high-touch enterprise clients and scaled, technology-enabled client segments.
• Demonstrated success improving retention, reducing churn and driving renewal or expansion revenue in a B2B environment.
• Strong track record of building or scaling Client Success functions, operating models and processes through periods of growth.
• Deep fluency in Client Success metrics — NRR, GRR, churn, lifetime value, CSAT, NPS, adoption and time-to-value.
• Excellent executive presence and stakeholder-management skills, with the credibility to engage confidently with senior and C-suite client stakeholders.
• Strong commercial judgement, balancing client needs against business, operational and regulatory considerations.
• Highly collaborative, with a track record of partnering effectively across Sales, Product, Technology, Operations, Support and Compliance.
• Data-driven, using insight to prioritise initiatives, manage portfolio risk and measure team performance.
• Experience with CRM or Client Success platforms such as Salesforce, HubSpot, Gainsight, ChurnZero, Totango or similar.
• Comfortable operating in a fast-paced, evolving environment, with the willingness to stay hands‑on while building the function.