Director of Customer Success

Job Responsibilities:

1. Customer Success Strategy Development and Execution:Develop customer success strategies and plans tailored to the Southeast Asian market, ensuring alignment with the company's overall overseas business objectives to enhance customer lifetime value and renewal rates. Establish and optimize customer success management systems and processes, including customer onboarding, training, health management, renewal, and upsell initiatives.

2. Customer Relationship Management & Maintenance:Oversee full lifecycle management of Southeast Asian clients, building and maintaining strong relationships to elevate satisfaction and loyalty. Deeply understand client needs and operational pain points, coordinating internal resources (e.g., product, tech, operations) to deliver customized solutions. Ensure successful adoption of food service SaaS products and tangible business value enhancement. Conduct regular high-level communications with clients to understand their strategic planning, provide professional industry insights and product usage recommendations, and drive sustained product adoption and feature expansion.

3. Customer Health Monitoring & Risk Alerting:Establish a customer health assessment system, conduct regular health evaluations for Southeast Asian clients, and promptly identify potential at-risk accounts. For high-risk clients, develop and execute tailored risk mitigation strategies—such as dedicated support or optimized service plans—to reduce churn rates. Collect customer feedback and market demands, promptly relaying insights to product and R&D teams to drive product optimization and iterations, enhancing market competitiveness.

4. Team Management and Collaboration:Build and lead the Southeast Asia Customer Success team, establishing management systems and processes while clarifying member responsibilities and divisions. Conduct performance evaluations and incentives, provide career development guidance and training to elevate the team's overall expertise and service standards. Collaborate closely with internal departments (Sales, Marketing, Channels) to create a closed-loop customer service system, jointly driving customer success and business growth.

5. Data Management & Analysis:Establish a customer success metrics framework. Regularly collect and analyze customer data (e.g., usage behavior, business indicators) to inform strategy development and optimization. Identify challenges and opportunities through data analysis, proposing targeted improvements to enhance operational efficiency and effectiveness.

Job Qualifications:

1. Education Background:Bachelor's degree or higher, preferably in Computer Science, Information Technology, Business Management, Marketing, or related fields.

2. Working Experience:5+ years of customer success management experience, including 3+ years in Southeast Asian markets. Experience in the restaurant SaaS industry or related tech sectors is preferred. Experience building customer success teams or systems from the ground up, familiarity with end-to-end customer success management, and proven track record of increasing customer retention rates and satisfaction.

3. Professional Skills:In-depth understanding of food service industry workflows and requirements; familiarity with SaaS product features and advantages to provide expert solutions and recommendations. Strong data analysis capabilities with proficiency in tools like Excel and SQL; ability to drive data-informed decisions to optimize customer success strategies and service processes. Expertise in CRM systems (Salesforce, HubSpot, etc.) for effective customer information management and team workflow coordination.

4. Language Skills:Fluent English for business communication and negotiations; proficiency in major Southeast Asian languages (Malay, Thai, Vietnamese, etc.) preferred.

5. Comprehensive Qualities:Possess cross-cultural communication and team management skills, adapt to Southeast Asian cultural and business environments, and effectively motivate and manage local teams. Demonstrate strong problem-solving abilities and resilience under pressure, responding swiftly to client needs and resolving issues in complex, dynamic market conditions. Exhibit excellent teamwork and communication skills, maintaining collaborative relationships across internal departments to jointly drive customer success and business growth.