Customer Success Leader

About you: 

Reporting to the Customer Success Director for ERP, you will lead the Regional Customer Success team for our SBD Software Company, covering Professional Services, Customer Success Management, and partnering with the support and renewal teams, serving clients across your region. The role will cover APAC with an equivalent role already existing in the UK and the two leaders being closely aligned to enable a consistent way of working and experience for our customers. 

The SBD portfolio is currently Prospect CRM, Unleashed, and Tradify, but additional products may be added through future acquisitions.

Key accountabilities and responsibilities:

Strategic Leadership & Partnership

• Partner closely with the SBD GM and leadership team as a trusted advisor on customer strategy, market insights, and business performance.
• Shape SBD strategy and business planning as a senior leadership team member, ensuring customer-centricity drives decision-making.
• Partner across Product & Engineering, Marketing, Sales, and GTM to deliver integrated customer strategies that accelerate growth, adoption, and expansion.

Team Leadership & Excellence

• Build and lead a high-performing Customer Success organisation across Professional Services, Onboarding, and CSM, aligned to customer outcomes, technical environments, and business goals.
• Drive Customer Success innovation by leveraging Digital and AI to transform operations and amplify customer value.
• Cultivate a high-performance culture, strengthening Customer Success expertise, leadership capability, and the talent mix needed to deliver exceptional outcomes.

Business Impact & Growth

• Deliver measurable business outcomes across retention, expansion, customer lifetime value, and operational efficiency, with accountability for GRR, NRR, CSAT, TTV, NPS, and eNPS.
• Scale and lead Customer Support and Customer Success teams across our GOCs in Romania and Malaysia.
• Partner with Sales leadership to drive growth and ensure a seamless customer journey from acquisition through expansion.
• Define and optimise the customer lifecycle, leveraging technology, AI, and customer segmentation to standardise, scale, and enhance customer interventions.

Innovation & Process Excellence

• Drive Digital and AI-powered self-service strategies that reduce customer effort, enhance experiences, and improve operational efficiency.
• Partner with Product, Engineering, Support, and Central CS teams to continuously optimise self-service journeys and automated customer success touchpoints.
• Leverage operational insights to identify trends and transform reactive support models into proactive, AI-enabled customer success experiences.
• Champion the voice of the customer, ensuring feedback drives continuous improvement across all customer-facing functions.
• Embed customer success thinking across the business, acting as a centre of excellence and advocate for the customer.

Your skills and experiences might also include:

Commercial

• Proven ownership of Gross Revenue Retention (GRR) targets, with demonstrable experience reducing churn through proactive risk management and value realisation programmes
• Strong commercial acumen with the ability to translate customer health into revenue outcomes
• Deep understanding of SaaS implementation and customer onboarding, with a track record of accelerating TTV through scalable delivery models and repeatable playbooks

Customer & Employee Experience

• Senior customer stakeholder management with a focus on driving measurable NPS improvement
• Proven ability to build and retain high-performing teams, evidenced by strong employee NPS and engagement outcomes
• Emotional intelligence and resilience, with the ability to inspire and influence across a global, matrixed organisation

Margin & Cost to Serve

• P&L management experience including optimising cost to serve through operational efficiency, automation, and Digital/AI-assisted touchless operations
• Aptitude for continuous improvement, process optimisation, and scaling delivery without proportional headcount growth

Leadership

• Strategy definition and execution in a fast-paced, PE-backed environment
• Experience of working in a truly global environment, balancing an understanding of local market dynamics and cultural diversity with the need for a standard way of operating
• Proven ability to collaborate with and optimise global operating centres to drive consistency, scalability, and cost efficiency
• Excellent communication skills with proven C-suite and executive stakeholder engagement