Director of Customer Success APAC:

Overview

As a Director of Customer Success, your role will involve setting the overall vision and strategic plan for account Management, driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.

Responsibilities

• Drive customer outcomes, product adoption and customer experience

o Lead the technical assessment as part of the sales process

o Influence future lifetime value through higher product adoption, customer
satisfaction and overall health scores

o Reduce churn and drive new business growth through greater advocacy
and reference ability

• Define and optimize customer lifecycle by driving programs and initiatives to
improve engagement approaches based on customer segmentation and leading a
culture of continuous improvement

• Build and lead world-class team:

o Recruit and develop a high performing team

o Develop company-wide customer success motion integrating processes,
content and data to/from stakeholder organizations (e,g., Marketing, Sales,
Product/Engineering, etc)

o Foster collaboration within the GitLab team and across customers

o Drive operational practices to track performance of teams and individuals

• Work closely with the sales management and regional Directors to align on
strategies, renewal forecasting, coverage plans, and account opportunities (i.e.,
opportunities and risks)

• Drive Account Growth Outcomes

• Expand our revenue in accounts through new sales and up-sell opportunities

• Influence future lifetime value through higher product adoption, customer
satisfaction and overall health scores

• Reduce churn and drive new business growth through greater advocacy and
referenceability

• Deliver transformational leadership so that team is highly motivated and engaged.
Be an inspirational role model by challenging and maximizing the strength of the
team and aligning their efforts to the mission and vision of the organization.

• Address escalated client issues with speed and urgency, orchestrating resources
across the company as appropriate.

Requirements

• 10+ years of experience in leading teams.

• 5 years experience leading customer success managers, account management, or
sales teams. Professional services experience is a plus.

• 3 years experience leading managers of teams in a SaaS or subscription enterprise
software company

• Proven experience leading teams, driving new and expansion sales, driving
software adoption and leveraging customer success best practices

• Proven ability to develop strategies, translate them into initiatives and track
successful delivery

• Demonstrated ability to lead managers and successfully manage global,
distributed teams across cultures, lines of business, and geographies.

• Possesses a strong management presence and leadership ability, with
communication and interpersonal skills that inspire and motivate leaders and
teams.

• Demonstrated operational excellence in analytical thinking, process development
and improvement, problem solving, communication, delegation and planning

• Able to be flexible and agile in responding to evolving business priorities and
dealing with ambiguity.

• Able to collaborate across the organization and with external stakeholders

• Experience successfully working with senior (C-level) executives

• Holds strong operational skills that will drive organizational efficiencies and
customer satisfaction

• Willing and able to address escalated client issues with speed and urgency

Compensation: INR 20 lakh to INR 25 Lakh