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Customer Success Leader

3 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia The Access Group Full time
About the Role

The Access Group is seeking a seasoned professional to lead our Customer Success organization in KL. As the Customer Success Director, you will be responsible for driving business strategy and executing plans that maximize customer growth, retention, and expansion.

Key Responsibilities
  • Develop and execute business strategy for the Customer Success team in KL, in conjunction with global leadership teams.
  • Build and lead a high-performing team of experienced professionals who manage customer relationships and drive strategic outcomes.
  • Own and drive P&L/KPI performance, managing CX, revenue, margin, eNPS, renewal rate, and ensuring targets are met.
  • Drive cross-functional alignment and execution, ensuring seamless collaboration between teams.
  • Deliver measurable outcomes, including driving adoption of Access products and services on a scalable and replicable basis.
Requirements
  • 10+ years of customer-facing experience working for a b2b or b2c software company, driving customer transformation programs.
  • Experience expanding SME & mid-size customer product adoption, identifying customer patterns, and developing replicable strategies for growth.
  • Proven ability to execute in a customer-focused environment, advocating for customers across a cross-functional organization.
  • Strong reasoning & analytical skills, able to structure thinking into a logical flow and sequence.
  • Crisp, compelling, and practical style of organizing thoughts into writing and speech.
  • Effective in operating in a matrix environment.
About Us

The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organizations in the UK, Ireland, USA, and Asia Pacific. We help over 100,000 customers become more productive and efficient through our innovative solutions and commitment to creating a welcoming and inclusive environment where everyone can thrive.