The Role

The APAC Head of Customer Success will lead and own the end to end customer experience for all clients in the region. With an existing team of CSMs, Implementation Consultants & Support Analysts, who report to their UK department heads, we are looking for someone who is able to own the customer strategy & execution within the APAC market and partner with other regional peers.

The main focuses of the role include being a coach & strategic planner for the existing hard-working APAC team, along with establishing relationships with key stakeholders from within our customer base. Whilst being a global company, ComplyAdvantage is keen to ensure we commit to developing a specific and tailored approach to the unique market requirements within the region and this role will be key in the execution of this strategy.

Role Objectives

  • Optimise and execute high touch customer strategy and vision for the APAC market
  • Monitor APAC customer health, understand key customer challenges and develop strategies with the business to help solve
  • Responsible for all areas in relation to improving the Net Retention Rate for the region
  • Provide operational insight to the key KPIs around NRR, GRR, Health Scores & Churn to the global Head of Customer
  • Partner with internal leadership stakeholders both in and out of the region to optimise the APAC customer experience
  • Coach & mentor the existing Customer Success Managers, Implementation Consultants & Technical Support Analysts
  • Build and nurture relationships with executives from key customers
  • Coordinate internal Account Planning & Health sessions between Customer Success, Sales & Other key stakeholders
  • Act as Voice of the Customer to provide visibility into wins, challenges and/or escalations
  • Influence growth by developing and executing strategies focused on creating customer value in partnership with other teams (Sales, Product, Support)
  • Limit churn by leading a team to deliver outstanding experiences that drive best in class customer retention, expansion, adoption and renewal with new and existing customers
  • Optimise the customer experience and lifetime value through higher product adoption, customer satisfaction, and overall health scores by leveraging reporting to drive data-driven insights on customer behaviour

Requirements

  • 10+ years of Customer Success experience
  • 3+ years in a management role, leading a Customer Success organisation
  • Excellent internal & external communication skills
  • Strong track record of identifying customer needs and successfully implementing long-term solutions
  • Strong track record of execution and understanding of KPIs such as Net Retention Rate, Customer Health & NPS metrics
  • Ability to build trust and rapport with both Customer Success & Sales teams
  • Proactive interest in deepening customer relationships
  • Comfortable and willing to be a hands-on contributor, on-site with customers
  • Experience with enterprise SaaS vendors in Fintech preferred

Benefits

  • Unlimited Time Off Policy
  • Flexible Working opportunities
  • Paid Sick Leave
  • Hybrid Working opportunities
  • Stock options
  • Employee Assistance Programme
  • Pension contributions
  • Parental Leave (Maternity, Paternity and Adoption too)

At ComplyAdvantage diversity fuels our rocket ship and our commitment to inclusion across race, gender, age, religion, identity and experience drives us forward every day. We encourage everyone to apply and aspire to consider every application fairly.

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