Director Customer Success Financial Services

4 days agoHead Singapore, Central, Singapore Customer Support Jobs by Tribeca Venture Partners

Skills

Account Management Churn C-Suite Customer Relationship Customer Success Data Analysis Executive-Communication Financial Services Forecasting Investment Management People Management Product Adoption Renewal Retention Revenue Saas Sales

About the Role

You will own the strategy and execution for the APAC Customer Success organization in Financial Services. You will lead Account Managers and Customer Success Managers to improve renewals, reduce churn, expand revenue, and deepen client relationships. You will analyze product usage, develop scalable playbooks and operating practices, forecast revenue, develop talent, recruit team members, and report performance to leadership. You will partner with Sales, Product, Enablement, and Marketing, represent customer needs, and guide customer-facing initiatives.

Requirements

10+ years of experience in sales, account management, or client success
At least 5 years of people management experience
Experience serving Financial Services clients
Deep understanding of the Investment Management industry and IB, PE, HF, and AM personas
Experience managing a team with a high velocity of renewals
Aptitude for learning in a technical SaaS environment
Track record of building for scale in fast-paced, high-growth environments
Executive communication skills and ability to influence C-suite stakeholders
Rapport-building skills
Willingness to travel as needed

Responsibilities

Lead Account Managers and Customer Success Managers to exceed renewal targets and identify growth opportunities
Partner with Account Executives to close deals
Improve renewal rates, reduce churn, and expand revenue through client relationships and product adoption
Analyze usage patterns and trends and execute plans to drive usage and adoption
Build scalable playbooks, frameworks, and data-driven practices for Customer Success
Manage revenue growth, forecasting, talent development, and customer narratives
Coach and mentor team members on calls, best practices, and accountability
Provide leadership with visibility into team performance
Recruit talent for the growing team
Collaborate with Sales to drive growth outcomes
Represent customer needs across Product, Enablement, and Marketing initiatives