Customer Success Director for Hospitality Industry

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Randstad Malaysia Full time 150,000 - 250,000 per year

Head of Customer Success | Customer Success Director (Global Portfolio) Kuala Lumpur

We are hiring a
Head of Customer Success
to lead a growing international hub in Kuala Lumpur. This role will sit on the KL leadership team and oversee a global customer success organisation, managing end-to-end client engagement delivery, product adoption, renewals, and support operations for customers across multiple regions.

In this position, you will be responsible for building, scaling, and optimising a multi-disciplinary Customer Success function covering
Professional Services, Success Management, Customer Support, and Renewals
. You will work closely with senior stakeholders across regions to ensure customers achieve maximum value from our solutions, while driving commercial outcomes and service excellence.

This position is open to both
local Malaysian leaders
as well as
professionals that are open for relocation
with relevant experience.

Key Responsibilities

  • Develop and execute the long-term strategy for the Customer Success organisation in Kuala Lumpur, aligned with regional and global business priorities.
  • Build, lead, and coach a high-performing team capable of driving customer outcomes, adoption, and measurable service performance.
  • Own P&L and key performance metrics including customer satisfaction, retention, renewal rates, commercial performance, and internal engagement.
  • Ensure strong alignment between Customer Success, Product, Strategy, Sales, Delivery, and Support teams to drive seamless customer journeys.
  • Design and optimise intervention models across the entire customer lifecycle, including segmentation strategy and scalable delivery frameworks.
  • Partner with global customer-facing teams to execute programs that improve product usage, customer retention, and account expansion.
  • Champion customer advocacy across the organisation, ensuring customer needs and insights influence business decisions.
  • Serve as a senior member of the KL leadership team, supporting post-sales business growth initiatives.

Talent We're Looking For

  • 10+ years' experience in Customer Success, Commercial Operations, Service Delivery, Transformation, or similar client-facing functions within a technology, SaaS, or digital environment.
  • Demonstrated experience in driving customer transformation and product adoption strategies at scale.
  • Strong people leadership track record - ability to hire, develop, and inspire high-performing teams.
  • Able to navigate a matrix environment, influence stakeholders at all levels, and manage competing priorities.
  • Strategic thinker with a structured problem-solving approach and ability to translate business needs into execution plans.
  • Exceptional communication skills, comfortable presenting at regional or global forums.
  • Prior experience in driving customer lifecycle execution, renewals operations, or subscription models will be an added advantage.

What's In It For You

  • Opportunity to lead a large-scale Customer Success organisation supporting multiple geographies.
  • Strategic role with direct influence on retention outcomes, customer adoption, digital delivery, and global enablement.
  • Exposure to senior global stakeholders and the ability to shape best-practice customer success models across markets.

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