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Customer Success Director (APAC)

Customer Success Director (APAC)

VHR ConsultancyPenangMalaysia, Penang, Malaysia
2 days ago
Job description

Our Client

A globally established industrial technology company known for its engineering innovation and high-quality manufacturing capabilities. The organization designs and produces advanced components and systems that enable precision control, reliability, and efficiency for customers across a wide range of industries worldwide.

Role Overview

The Customer Success Director (APAC) will spearhead customer engagement strategies and lead both Customer Success and Customer Service operations across the region. This strategic leadership role focuses on ensuring clients achieve optimal value from the company’s solutions while maintaining world-class service standards. The position plays a key role in enhancing customer satisfaction, loyalty, and retention, working closely with regional manufacturing, sales, and product teams.

Key Responsibilities

  • Develop and implement an Asia-wide customer success strategy aimed at enhancing client satisfaction, retention, and growth.
  • Serve as a trusted advisor to strategic manufacturing customers by aligning tailored solutions with their operational and business goals.
  • Define, measure, and improve customer success KPIs such as NPS, renewal rates, and adoption metrics.
  • Lead and manage Customer Service Managers and Representatives to ensure operational excellence in day-to-day service delivery.
  • Monitor and maintain service-level agreements (SLAs), response efficiency, and resolution effectiveness to uphold high satisfaction levels.
  • Drive process improvements and implement digital tools to increase productivity and service quality.
  • Act as the final point of escalation for critical customer issues, coordinating cross-functionally to achieve prompt and effective resolution.
  • Partner with Sales, Manufacturing, Quality, and Product teams to ensure a seamless customer journey from onboarding to ongoing support.
  • Provide structured customer insights and feedback to Product Development and Operations to drive continuous product and service enhancement.
  • Collaborate with Finance to support billing, contract renewals, and dispute management.
  • Recruit, mentor, and develop a high-performing team within both Customer Success and Service functions, ensuring a strong customer-first mindset.
  • Establish clear career development frameworks and succession planning for functional teams.
  • Deliver executive-level reporting on customer satisfaction, churn risk, retention, and service trends.
  • Identify recurring issues, analyze root causes, and lead systemic improvement initiatives across customer-facing operations.

Qualifications

  • Bachelor’s degree in Business, Engineering, Manufacturing, or a related discipline; MBA preferred.
  • Minimum 10 years of experience in customer success, customer service, or account management, with at least 5 years in a senior leadership capacity.
  • Proven track record in managing strategic customer engagement programs and operational service teams.
  • Strong exposure to manufacturing, industrial, or supply chain-driven environments; semi-industrial sector experience will be advantageous.
  • Excellent leadership, stakeholder management, and communication skills with a strong customer advocacy focus.
  • Proficiency in CRM platforms, analytics tools, and customer engagement technologies.
  • Analytical and data-driven with the ability to translate insights into actionable improvements.
  • Ability to travel regionally as required.

    • Only shortlisted candidates will be notified.

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    Apac • PenangMalaysia, Penang, Malaysia