Customer Success Lead

Are you passionate about being at the forefront of the ever-evolving social advertising industry? Do you take pride in driving retention and growth among valued customers by understanding their business needs and helping them succeed?

In this role, you will be responsible for leading a team of Customer Success Managers and /or Associates and being responsible for the team's revenue within the region. As the Lead, you will help the team handle a portfolio of customers and drive further change to improve the relationships and product and services adoption. This is the ultimate ‘player coach’ role within the CS function and a great stepping stone for managerial success.

In this Singapore role, you will be part of the APAC Customer Success team focussing on Australia, Singapore, Hong Kong, India, & Indonesia

As a Customer Success Lead at Smartly.io, you will

• Positively lead and handle a team of Customer Success Managers and/or Associates in the region to reach their potential.
• Mentor the team members and run their day to day output and engagement
• Take ownership of the teams revenue, feature adoption, NPS, expansion (where a CP is not allocated), product feedback, customer experience, contract renewals, on-boarding and collaboration with other teams
• Coordinate key new customer onboarding
• Be responsible for line management tasks such as annual reviews, salary rounds and HR/People related topics supported by your Head of Customer Success
• Orchestrate the team to follow our enterprise account management playbooks to delight our customers
• Become the trusted advisor for your enterprise customers in the team by building and fortifying relationships with client leadership.
• Ensure high quality customer experience to new and existing customers
• Enhance employee engagement and skills development within the team
• Improve feature adoption and cross sell services across your customer base
• Minimise customer churn and increase revenue
• Identify and take action on bottlenecks and areas of improvement
• Communicate upwards to your Head of Customer Success optimally on your team performance and needs and help to develop the APAC region and team
• Recruit, onboard and development a growing team of CSA’s and CSM’s

We're definitely looking for you if you have

• A proven track record in Customer Success and/or Sales
• Experience managing people or a small team
• Phenomenal understanding of the Smartly.io product and services
• Excellent knowledge of the digital marketing landscape
• The desire to lead people and help them succeed
• Strong communication and interpersonal skills
• A track record of a commercial approach to enterprise account management
• The ability and willingness to travel for meetings, conferences and industry events
• Are able to work in a hybrid capacity from our Singapore office 3 days a week

#LI-Hybrid #LI-HR1