VP of Customer Success

Story Terrace Inc.; Singapore; On-site; SGD 260,000 - 520,000; Full time

Job summary

Oradian is seeking a VP of Customer Success to define and scale a global, enterprise-focused CS function across banking and fintech customers. You will own end-to-end customer lifecycle, secure measurable value from our core platform, and drive long-term commercial partnerships in complex, regulated markets.

You will lead a cross-geography team, own renewals and expansions, and shape scalable CS practices, prioritizing executive relationships, risk management, and collaboration with Sales,

Qualifications

• Extensive experience leading Customer Success in enterprise B2B software environments.
• Experience managing a lean CS team and scaling CS practices in hybrid environments.
• Proven ownership of enterprise accounts with high annual contract values.

Responsibilities

• Lead, coach, and develop a cross-geography team of Customer Success Managers.
• Ensure customers achieve measurable ROI and full adoption of the platform.
• Own renewals, expansions, and revenue protection across the portfolio.
• Forecast renewals accurately and identify upsell/cross-sell opportunities with Sales.
• Build and maintain trusted relationships with C-level stakeholders in banks/fintechs.
• Translate customer feedback into inputs for Product, Delivery, and Support and drive scalable CS processes (health scoring, QBRs, governance).

Skills

Enterprise CS leadership

CS team management

Enterprise accounts ownership

Job description

About the Role

We are seeking an experienced and driven leader to define and scale Oradian’s Customer Success function across our growing portfolio of enterprise banking and fintech customers.

As the VP of Customer Success, you will own the end-to-end customer lifecycle, with responsibility for ensuring customers realize measurable value from Oradian’s core banking platform and remain long-term, commercially successful partners. The role spans strategic relationship management, customer value realization, renewals and expansion, and the development of scalable Customer Success practices suited to complex, regulated, high-growth markets.

Key Responsibilities

Leadership & Team Development

• Lead, coach, and develop a team of Customer Success Managers operating across multiple geographies.
• Strengthen the team’s commercial, negotiation, and enterprise stakeholder management capabilities.
• Act as a member of the leadership team, ensuring that Customer Success is strategically aligned with company objectives and effectively delivers against the overall business strategy.

Customer Value & Adoption

• Ensure customers achieve measurable ROI and full adoption of Oradian’s core banking platform.
• Drive structured engagement across the customer lifecycle, from post-implementation to long-term partnership.
• Support customers through complex change, including digital transformation and regulatory environments.

Renewals, Expansion & Commercial Ownership

• Own customer renewals, expansion opportunities, and revenue protection across the portfolio.
• Forecast renewals accurately and identify upsell and cross-sell opportunities in collaboration with Sales.
• Establish and reinforce discipline around commercial conversations, including escalation and collections, enabling CSMs to handle these independently and confidently.

Executive Relationship Management

• Build and maintain trusted relationships with C-level stakeholders at banks and fintechs.
• Act as a senior escalation point for complex customer, commercial, or regulatory issues.
• Ensure alignment between customer leadership and Oradian’s strategic direction.

Customer Advocacy & Internal Alignment

• Translate structured customer feedback into clear inputs for Product, Delivery, and Support.
• Advocate for customer needs while balancing scalability, commercial viability, and product strategy.
• Partner closely with Sales, Product, Implementation, and Support to deliver consistent enterprise experience.

Customer Success Operations & Scalability

• Design and implement scalable CS processes including:
• Health scoring and risk management
• QBR frameworks
• Escalation and governance models

About You

Must-Haves

• Extensive experience leading Customer Success in enterprise B2B software environments.
• Experience managing a lean CS team and scaling CS practices in hybrid (remote and in-person) environments.
• Ability to 'lead by example' and ensure to coach the team to be independent.
• Proven ownership of enterprise accounts with annual contract values in the range of €250k–€1M+.
• Strong commercial acumen with hands‑on experience in renewals, expansion, and revenue protection.
• Experience working in a company with approximately 50–250 employees, comfortable with ambiguity and limited resources.

Nice-to-Haves

• Banking, fintech, or financial infrastructure experience.
• Exposure to core banking platforms or regulated financial services environments.
• Experience working in emerging markets or dynamic regulatory landscapes.

Location:

This position is based in Singapore, the Philippines, or Indonesia. We are currently considering applicants who are already located in one of these countries, as relocation assistance is not offered at this stage.

About Us

Oradian is a highly specialized B2B SaaS company providing cutting‑edge cloud-based core banking systems for neo‑banks, digital banks, fintechs, and traditional banks in Asia and Africa serving more than 25 million clients across the globe. We are powering scalability, flexibility, and digital acceleration of some of the largest, fastest growing and most innovative financial institutions across these dynamic regions.

We love what we do, so a positive attitude and passion for our mission are essentials for our team! If you are an individual who thrives on finding innovative solutions to meet the toughest of challenges, and who is eager to get your hands dirty – look no further.

At Oradian, we are a merit-first, performance-driven company. Our strength comes from a diverse, multinational team united by a shared focus on creating real impact. We recognize and reward performance, valuing the unique perspectives and experiences that each individual brings.

We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply.