Head of Customer Excellence, APAC
6 дн. назад
АзияHead
Lead integrated Customer Success and related teams for APAC region in a rapidly growing retail and manufacturing SaaS company.
О компании
- We’re bold thinkers and kind teammates, growing fast but staying grounded. Our Nordic roots and global outlook shape a culture of friendliness, creativity, and collaboration, all powered by openness and shared wins. We care deeply about doing the right thing – and doing it together. We aim to improve the flow of goods, time, and energy – and we know we can’t shape the future by clinging to the past. So, we keep evolving, together.
Требования
- Bring your ideas. Challenge ours. Grow with us.
- Drive customer outcomes and account health: Own portfolio-level outcomes, health, retention and growth, ensuring customers progress through adoption, value realisation and optimisation, working closely with Customer Success Managers and commercial leaders.
- Safeguard service health and continuity: Make sure material service risks are visible, clearly owned and progressed with Service Delivery, Support and technical teams.
- Manage service economics: Balance cost-to-serve against customer value, contractual commitments and account complexity, and make delegated commercial decisions within the published contract approval framework, partnering with Sales on pricing, negotiations and contracting.
- Direct portfolio capacity: Decide account coverage and allocate CSM and SDM capacity: add coverage, use pooled support, rebalance workload or step in directly, prioritising by customer value, risk, service health and cost-to-serve.
- Lead and develop your team: Coach and grow an integrated CSM and SDM team, building consistent practice, accountability and succession strength. You select candidates for approved vacancies, lead performance and development decisions, and recommend compensation adjustments within company frameworks.
- Tackle systemic risk: Spot patterns across accounts, assign ownership of systemic or cross-account risks and mobilise cross-functional action when issues can't be solved within one account team.
- You will decide within agreed organisational, budget, policy and commercial guardrails. CSMs keep ownership of account business outcomes and SDMs keep platform and operational governance, so you will step in where leadership or cross-account judgement is needed rather than owning every escalation.
- Our five values are our playbook. We speak up when things don’t make sense. We stop doing what doesn’t add value. We stay curious, back each other up, and make space for both innovation and laughter
- Experience leading Customer Success, Service Delivery or another complex enterprise post-sales team, with depth in one discipline and enough fluency to coach and decide across both
- Credibility with senior customer stakeholders and the ability to lead teams through complex outcome, retention, service and escalation situations
- Strong business and financial acumen across customer value, retention, growth, service economics and cost-to-serve
- The ability to make transparent capacity, coverage and intervention decisions amid ambiguity and competing priorities
- A track record of influencing Product, Support, Delivery, Sales, partners and other functions without relying on direct authority
- Calm, accountable leadership: sound judgement under pressure, effective delegation, constructive assertiveness and a clear approach to performance and development
- Experience leading multi-country, partner-supported or otherwise complex customer portfolios
Условия
- You’ll be supported and given the space to thrive. We offer meaningful work, flexibility, and a culture that backs you to share your voice and be authentic.
- An international career and learning opportunities in a fast-growing, financially robust software company
- Practical benefits that support work, family, wellness and everyday life, and annual leave
- A diverse, inclusive and supportive work culture, with ownership, autonomy and flat hierarchies
- Work that reduces waste and improves sustainability
- Meaningful ownership of a regional customer portfolio, with the autonomy to shape team capability, customer engagement and service delivery within a globally connected organisation.
- We are a global community of different cultures, voices, and experiences. We celebrate what makes us unique and connect through what we share, in an authentic and safe environment. Together we shape the future, and each other.
- Please note that to be considered for this position, you must be fluent in English, be based in Singapore/Bangkok and hold a valid work permit for your country of residence. We’re excited to connect with applicants who meet these criteria and share our passion to do hard things, trust each other, and build what’s next for the product, the planet, and the people.
- If you feel this is the opportunity you don’t want to miss, you can apply by sending your resume and portfolio through the application form as soon as possible.
Другое
- runs the planning decisions behind 700+ retailers and manufacturers worldwide, deciding, at real scale, what gets forecast, stocked, priced, promoted, and produced across the entire value chain. Few problems combine this much data, this much complexity, and this much real-world weight: get it right and a shelf stays stocked, a factory line doesn’t stall, food doesn’t rot in a warehouse before it’s sold. Get it wrong, and it shows up in actual losses, for some of the largest retail and manufacturing brands in the world.
- We’ve grown for 76 consecutive quarters straight, and it’s accelerating: the first half of 2026 was the strongest in the company’s history, with new contract value up 83% year over year. We’re a team of 2,000+ people, headquartered in Helsinki, with offices across Europe, North America, and Asia-Pacific.
- In response to our fast growth and market expansion we are looking for Head of Customer Excellence for APAC North to lead an integrated Customer Success and Service Delivery team and be accountable for customer outcomes, service health, retention and growth, and the sustainable economics of the regional portfolio.
- You will work where customer strategy, service performance and commercial judgement meet. You will help your teams focus on the right customers and interventions, make clear capacity trade-offs, and coordinate action when a risk is bigger than any single CSM or SDM can resolve.
- APAC North brings together significant customer opportunity with diverse markets, cultures, languages, partners and service requirements. You will have the mandate to unite those perspectives, build a stronger regional team and make sure customer growth is backed by reliable service, clear accountability and sustainable ways of working.
- Background in retail, wholesale, consumer goods, manufacturing, supply chain or a similar domain
- Applied knowledge of incident, problem, change, continuity and service-improvement practices (ITIL certification not required)
- Experience with operating-model change, capacity planning, capability assessment or organisational transformation
- Experience using customer, service, commercial and AI-enabled signals to identify risk and direct action