The Customer Success Team Lead role is a senior leadership position responsible for driving client value realisation, retention, and growth through advanced quantitative analytics and customer success leadership across different client sectors in Singapore, while contributing to Customer Success strategy and capability development across APAC.
This role serves as a trusted senior adviser to complex, high‑value clients, translating data, measurement frameworks, and analytical insight into clear business outcomes—informing brand strategy, portfolio optimisation, pricing, performance measurement, and go‑to‑market decisions.
The role balances executive client advisory, Customer Success practice leadership, and commercial accountability, ensuring NIQ’s quantitative solutions consistently deliver measurable impact and long‑term client partnerships.
Key Responsibilities
Senior Client Advisory & Strategic Customer Success Leadership
- Serve as senior adviser to key clients, guiding strategic decisions across growth strategy, performance measurement, portfolio optimisation, and ROI tracking.
- Lead executive‑level client engagements and success reviews, ensuring insight is clearly linked to commercial and strategic outcomes.
- Own senior client relationships across Singapore and Malaysia, acting as the primary escalation point and strategic partner.
- Partner with Sales and Commercial leaders to influence renewals, expansions, and long‑term account growth strategies.
Quantitative Excellence & Insight Application
- Oversee the effective application of NIQ quantitative solutions, including tracking, panel data, advanced analytics, modelling, and performance metrics.
- Ensure analytical outputs are translated into clear narratives, dashboards, and decision frameworks that senior clients can act on.
- Set quality standards for insight interpretation, analytical rigour, and value realisation—not just data delivery.
- Promote thought leadership on measurement, analytics best practices, and data‑driven decision‑making internally and externally.
Customer Success & Value Realisation
- Drive consistent Customer Success excellence across accounts: onboarding, adoption, value delivery, renewal readiness, and expansion identification.
- Establish and monitor success metrics, value KPIs, and outcome tracking aligned with client business objectives.
- Identify risk early and proactively implement success recovery plans to protect revenue and client satisfaction.
- Champion best‑practice Customer Success operating models, playbooks, and governance across markets.
People Leadership & Capability Development
- Lead and develop Quantitative Customer Success Managers, Leads, and Analysts across the region.
- Build strong analytical and commercial capability within the team, including data storytelling, consultative skills, and stakeholder influence.
- Drive structured capability uplift, talent development, and succession planning within the Customer Success community.
- Foster a culture of accountability, insight‑led thinking, and client impact.
Cross‑Functional & Regional Collaboration
- Partner closely with Sales, Analytics, Product, and Operations to deliver integrated, outcome‑focused client solutions.
- Collaborate with Singapore and APAC Customer Success leadership on standardisation, productivity, and transformation initiatives.
- Represent the CBI, Brand Customer Success function in regional forums, planning cycles, and strategic programmes.
Commercial Growth & Expansion
- Support revenue retention and growth targets through strong client outcomes, expansion opportunities, and proactive consulting.
- Contribute to proposal development and solution design for complex or high‑value opportunities.
- Identify opportunities to scale Customer Success models, analytics packages, and value frameworks across markets.
- Strengthen NIQ’s reputation as a trusted analytics partner—not just a data provider.
- Bachelor’s or Master’s degree in Business, Economics, Statistics, Data Science, Marketing, Mathematics, or related field.
- 8–12+ years’ experience in quantitative research, analytics, insights, or customer success roles, with senior‑level leadership exposure.
- Proven track record in driving measurable client value, renewals, and growth through analytics‑led solutions.
- Strong expertise in quantitative methodologies, performance measurement, modelling, dashboards, and analytics interpretation.
- Experience managing complex, multi‑market clients within matrixed and multicultural organisations.
- Strong business acumen with the ability to link data outputs to commercial impact.
Core Skills & Competencies
- Executive‑level client advisory and consulting presence
- Advanced quantitative and analytical expertise
- Customer Success leadership and value realisation focus
- Strategic thinking and commercial acumen
- People leadership, coaching, and performance management
- Cross‑functional collaboration and stakeholder influence
- Data storytelling and executive communication
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.
About NIQ
NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.
For more information, visit NIQ.com
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Our commitment to Diversity, Equity, and Inclusion
At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion
