Customer Success Director
The Customer Success Director is responsible for establishing strategies to drive customer satisfaction to increase retention and lifetime value for the organization. He/ She defines critical success factors for the team and provides advice on the development of client onboarding, engagement initiatives and programs to ensure successful adoption of solutions and realization of optimal value for the client. He oversees the development of educational resources and case studies, as well as recommendations and action plans to address challenges faced by the client. He leverages relationships with clients to drive opportunities for new business developments and upselling and cross-selling. He works in a fast-paced and dynamic environment, and visits clients' premises as and when required. He is familiar with client relationship management and sales tools, as well as customer service frameworks and practices. He is knowledgeable of best practices pertaining to the use of the organization's products and services, and the client's industry and business needs. The Customer Success Director is highly analytical and forward thinking. He keeps abreast of market development and trends including technology disruptions, legislative and regulatory changes. He possesses strong interpersonal and leadership capabilities to influence key stakeholders and develop team members.
Skills and Competencies
Technical Skills & Competencies
Generic Skills & Competencies
Critical Work Functions and Key Tasks
• Establish strategies to drive client satisfaction, retention and lifetime value for the organization
• Guide the formulation of policies and procedures to foster collaboration with different functions along with sales
and product development cycle
• Oversee client profiling and segmentation
• Synthesize insights from analysis of the operating landscape, technology developments, and client feedback to
inform strategy development
• Define critical success factors to measure and assess client success
• Lead the development and enhancement of client onboarding processes based on industry best practices
• Advise on the design of onboarding programs and client experience based on client profiles
• Formulate frameworks to measure the effectiveness and success of client onboarding
• Synthesise insights on user behaviour, challenges and client business outcomes to identify driving factors impacting
the successful adoption of products and services
• Advise on the formulation of recommendations and action plans for clients to obtain greater value from products, services and
their relationship with the organisation
• Determine purpose of case studies and its key message to guide narrative, framing and creation of case study content
• Define key themes for the development of educational resources based on emerging trends and developments impacting clients
• Foster collaboration with internal teams to address gaps and improve client satisfaction
• Design engagement approaches to derive insights on clients' business challenges and variables that may impact
future growth and performance
• Leverage relationships with business decision makers and influencers to identify new business opportunities
• Partner with sales and marketing teams to develop materials and campaigns for up-selling and cross-selling
• Lead the development of approaches and plans to increase opportunities for up-selling and cross-selling
• Manage the budget expenditure and allocation across teams and projects
• Monitor and track the team’s achievements and key performance indicators
• Propose new operational plans, including targeted budgets, work allocations and staff forecasts
• Acquire, allocate and optimize the use of resources
• Develop learning roadmaps to support the professional development of the team
• Manage the performance and development process, including providing coaching and development opportunities to maximize
the potential of each individual