Job Description

The Director of Customer Success (APAC) has clear accountability for driving success for our APAC clients and transforming Customer Success within the region. The primary focus of this client-centric, transformational role is to drive customer health and satisfaction, and the adoption of Fenergo’s solutions, delivering long-term measurable value for our clients, thus protecting revenue, minimising churn, and maximising retention/renewal. This role will lead a team of Customer Success Managers, responsible for revenue protection and driving CLTV (Customer lifetime value) across our APAC customer base. This role will lead the team in developing and implementing account plans that focus on driving adoption and extending usage of the Fenergo solution. He/she will build strong relationships across our client community and will demonstrate a mature understanding of our clients’ business challenges and industry trends, so as to understand the full business potential and opportunity across each client. The role will have responsibility for managing a portfolio of strategic enterprise client accounts, developing relationships with senior, influential stakeholders within the client organisations and converting them to Fenergo champions. This role has responsibility for the successful retention and renewal of our APAC clients, including recurring revenue from renewals. As we transition our business to become a majority SaaS organisation, this key leadership position will also play a critical role in setting us up for success in transitioning the APAC Customer Success function to become a highly proactive, relationship management-led function, focused on empowering our clients, delivering successful business outcomes and long-term value. As we transition from a largely on-prem client base to SaaS, and grow our suite of products accordingly, this role will drive the evolution of the Customer Success function in supporting enterprise relationships, mid-tier accounts and “Tech touch” accounts, and will help to define and build out the appropriate operating models. Responsibilities: Adoption/Retention/Renewal/CLTV

• Influence and drive CLTV by relentlessly focusing on improving customer satisfaction and overall health scores
• Maximise customer retention, driving proactive renewals strategy and activity
• Drive new business growth through greater advocacy and referenceability
• Drive higher adoption/usage of the product and greater business value for the client
• Drive overall transactional revenue throughout the customer journey, with primary focus on revenue retention/renewal and churn, whilst generating CSQL leads

• Definition and optimisation of our post-implementation operating model, with accountability for mapping end-to-end customer journey
• Standardize interventions across the customer journey (dependent on customer type – large/mid-/low-touch), maximising the end-to-end customer experience
• Lead the definition of the segmentation/tiering of customer base and varying strategies for large/mid/small tier accounts
• Work with clients to understand key pain points and to maximise the effectiveness of the Fenergo solution and its integration within their business.
• Proactively manage client post-implementation benefits realisation and ROI
• Engage closely with clients to understand their needs, with a view to rapidly empowering them and ultimately getting them to a position of self-sufficiency

• Full ownership for renewals & retention for APAC client base, working with other regions as appropriate for global group customers
• Deep account planning and alignment with Sales counterparts on an account level
• Ownership for regional Client Community events, collaborating closely with Customer Marketing and other functions to plan and deliver an annual calendar of events including client roundtables, working groups, forums, Client Council event etc.
• Drive Customer Advocacy, VOC, referenceability, working closely with Marketing, Sales, and PR to develop and drive customer testimonials, ROI feedback and ultimately greater level of references
• Own and drive APAC monthly/quarterly strategic business reviews and other customer engagements

• Target renewal rate of 97.5%/churn of 2.5% and net revenue retention of 105%
• Establish and embed Customer Satisfaction measurement – NPS, CSAT, Customer Health scores etc.
• Over time, commercialise the Customer Success Function
• Ownership for production of ongoing renewals and churn MI, dashboards, reporting, forecasting etc.
• Proactively track, drive, and maximise renewals and upsell opportunities for our APAC client base, driving the CS team to identify upsell opportunities and pass to Marketing & Sales
• Define and publish fit for purpose operational metrics/reporting for the team; internal stakeholders (including C-Suite & Board) and our customers, ensuring appropriate content, and review cadence

• Establish the vision and strategic plan for the APAC CSM team – build and scale the organisation as we evolve on our journey towards becoming a majority SaaS organisation, and driving the function to become chargeable over time
• Drive the Customer Success function to become the orchestrator for all of our clients’ needs post-implementation, acting as the key Relationship Managers for our customers, and working across all functions to ensure that these needs are met effectively and in a timely manner
• Transition Customer Success from a reactive function to a highly proactive, commercially savvy, relationship-management led machine, empowering our customers, and focused on CLTV, adoption, retention, and renewal
• Drive recruitment and retention of high performing Customer Success Team, with appropriate relationship management and commercial skills

• Create a company-wide culture of Customer Success and focus on continually elevating the role of Customer Success within Fenergo
• Align with internal teams, e.g., Sales and Marketing on Account Planning, Customer Renewal strategy, up-sell opportunities, Client community engagement etc.
• Represent clients as key VOC for Product, with the aim of continuously improving and driving the value of our product
• Be accountable for our company-wide customer feedback loop and champion changes to the product that will increase usage, success, and satisfaction
• Engage proactively with Product Operations to advocate for, drive and embed telemetry within the product to ultimately understand customer usage, blockers to usage and to support cross-sell and up-sell opportunity identification and product enhancements

• Must have SaaS experience, ideally coming from a background of having run a Customer Success or Relationship Management function at scale within a SaaS organisation
• 10+ years’ experience in leading Client Success in complex technology or financial services organisation, ideally from a SaaS background
• Proven commercial experience and strong commercial acumen, ideally within a Customer Success or Sales function and ideally with a quota and/or P&L accountability
• Outstanding and proven Stakeholder/Relationship Management experience, preferably with large Enterprise/SMEs at senior/Exec level
• Background in Change/Transformation highly desirable
• Strong empathy for customers and passion for revenue and growth, with a deep understanding of value drivers in recurring revenue business models
• Leader who can influence and advise senior Customer Execs, defining and refining core CSM initiatives in alignment with key target outcomes
• Passion for solving customer problems and constantly identifying areas for improvement and opportunities for addressing the root causes of churn
• Outstanding communication, interpersonal and relationship building skills, collaborating with clients to foster retention and upsell
• Analytical and process-oriented mindset; demonstrated ability for critical thinking; demonstrated desire for continuous learning and improvement
• Strong change agent with superior communication and interpersonal skills
• Ability to think and act strategically and to drive operational improvements, translating them across the business and with key internal and client stakeholders
• Excellent negotiating/influencing skills & very strong commercial awareness
• Enthusiastic and creative leader with the ability to inspire others
• Initiative-taking, results-oriented, self-starter with excellent analytical skills
• Ability to present information to audiences at all levels of the organisation – both internally and externally
• Relevant Bachelor’s degree or better; preference for Business, Technology\Computer Science, Finance, or related degrees