The Director of Customer Success is responsible for leading and managing a team of Customer Success Managers and Analytics Engineers who are responsible for ensuring that our customers are successful in using Seeq products. The Director of Customer Success will work closely with all Revenue departments, Marketing, and Product teams to develop and execute customer success strategies that meet the needs of our customers around value creation, governance, escalations, and release planning. This position is responsible to Customer Success teams in the APAC region.
Seeq is currently in a scale up mode with rapid growth. The ideal candidate will have experience building teams
and customer success motions. Seeq sells an industrial intelligence platform into O&G, Chemicals, Pharma, Power
and other process manufacturing industries. The ideal candidate will have experience working with advanced
analytics platforms that are sold and implemented in manufacturing environments. The customer personas
involved are manufacturing leaders (COO, CMO), IT/OT Leaders (CDO, CIO, CTO), and manufacturing SME’s
(process engineers, production managers, digital transformation leaders).
Candidate should be located in Malaysia or Singapore
Essential Duties and Responsibilities
The essential functions include, but are not limited to, the following:
- Develop and execute customer success strategies that align with the Seeq’s goals and customer objectives.
- Build and maintain strong relationships with key Seeq customers, serving as their trusted advisor and strategic partner.
- Manage the business to key KPI: Gross Retention (GRR), NRR, and Expansions Targets
- Lead and manage a team of customer success managers and analytics engineers, providing guidance, support, and fostering a collaborative team culture.
- Recruit and develop new team members
- Analyze customer performance data, identify trends, and make data-driven recommendations for campaign optimization and improvement.
- Continuously evaluate and optimize customer success processes to enhance efficiency and effectiveness.
- Communicate complex ideas, strategies, and data effectively to internal teams and external customers through presentations and business reviews.
- Stay informed about industry trends, emerging technologies, and best practices in performance marketing to act as a thought leader and provide guidance to customers.
- Resolve conflicts, challenges, and customer escalations effectively and efficiently, demonstrating strong problem-solving skills and diplomacy.
- Foster collaboration and cross-functional alignment with other teams such as sales, marketing, Analytical Engineering, and operations to ensure a seamless and exceptional customer experience.
Requirements
- 7-10 years of people management experience
- Minimum of 10 years experience working in Enterprise Software
- Understanding of Enterprise SaaS business motions and customer lifecycle
- Proven customer management skills with enterprise customers.
- Experience in process manufacturing industries: O&G, Chemicals, Pharma, Power, MMM
- Able to work in fast paced scale up environment
- Ability to develop working relationships at all levels of management, both inside and outside Seeq
· Bachelor’s degree, MBA or equivalent experience preferred.
Benefits
Benefits:
- Unlimited PTO
- Internet and mobile phone reimbursements
- Vacation bonus program
- Generous home office allowance
- The best co-workers (we've analyzed the data, so we know it's true.)
- Pet-friendly workspace (your dog will be so happy to have you home)
- You love your job!
