Director Customer Success APAC (f/m/d)

CoachHub - The digital coaching platform
CoachHub - The digital coaching platform
( )  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail
About The Job
  • Drive Customer Success Outcomes
  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Lead our world-class Customer Success Team
  • Recruit experienced leaders for each functional role and build up the APAC CS organization
  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team
  • Measure Effectiveness of Customer Success
  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company and board
  • Drive definition and and optimization of Customer Lifecycle
  • Develop listening points in the journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Identify opportunities for continuous improvement
  • Enhance Effectiveness and Efficiency (Through Technology)
  • Support your team leads in standardizing processes
  • Introduce new technology and make better use of existing one, e.g. regarding support system, customer marketing software and reference and advocacy solutions and Customer Success Management platform
  • Support your team leads in managing Customer Success Activities
  • Onboarding
  • Training
  • Professional Services
  • Customer Success Management
  • Renewals
  • Cross-sell / Up-sell
  • Advocacy
  • Inspire Customer Success Across Company
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Create company-wide customer feedback loop
  • 5+ years of management experience in leading customer-facing organizations ideally in a fast growth phase
  • 2 years experience leading customer success managers or account management. Professional services experience is a plus.
  • 2 years experience leading managers of teams in a SaaS or subscription enterprise software company is a plus
  • Proven experience leading teams, driving up and cross sales, driving adoption and leveraging customer success best practices
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Deep knowledge of customer success metrics
  • Demonstrated ability to lead managers and successfully manage international, distributed teams across cultures, lines of business, and geographies is a plus
  • Possess a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Fluent in English
What We Offer
  • Shape the future of personnel development with us and advise “global players” on how to use coaching as an instrument of the future.
  • Work with exciting customers from all over the world
  • The opportunity to be part of a fast-growing start-up company right from the start
  • Diverse learning and further training opportunities and a personal business coach
  • Fun in a highly motivated team
  • based in Singapore or Melbourne or remote with location in Asia Pacific region
About CoachHub

CoachHub is the leading global talent development platform that enables organizations to create a personalized, measurable and scalable coaching program for the entire workforce, regardless of department and seniority level.

Listed in LinkedIn’s Top 10 StartUps for 2020, CoachHub is incredibly proud of its reputation as an outstanding place to work. Its vision to ‘help organisations to unleash their people’s full potential’ attracts people from all corners of the globe, with its 400 ‘CoachHubbers’ hailing from 45+ countries worldwide. CoachHub is consistently recognized on Glassdoor for its impact-driven work and thriving company culture.

CoachHub is backed by the world's leading tech investors, including Draper Esprit, HV Capital, Partech, RTP Global, Signals VC and Speedinvest.
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