Director of Customer Success

The Director of Customer Success is responsible for leading and managing a team of Customer Success Managers and Analytics Engineers, ensuring customers are successful in using Seeq products. This role involves close collaboration with Revenue departments, Marketing, and Product teams to develop and execute customer success strategies focused on value creation, governance, escalations, and release planning. The position is specifically responsible for 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 sold and implemented in manufacturing environments. Customer personas include manufacturing leaders (COO, CMO), IT/OT Leaders (CDO, CIO, CTO), and manufacturing SMEs (process engineers, production managers, digital transformation leaders).

The 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 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 KPIs: Gross Retention (GRR), Net Revenue Retention (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 a 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

• 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
• You love your job!