Customer Success Director – Asia

Job Title: Customer Success Director – Asia

Overview

We are seeking an experienced and strategic
Customer Success Director
to lead both our
Customer Success and Customer Service functions
within
Asia
with close collaboration with our Manufacturing plant. This role is pivotal in ensuring our clients achieve maximum value from our products and solutions, while also overseeing the delivery of world-class customer service operations. The Director will serve as the voice of the customer, driving satisfaction, loyalty, and growth, while managing and developing teams that support customers across their entire lifecycle.

Key Responsibilities

Customer Success Leadership

• Develop and execute the customer success strategy to maximize client satisfaction, retention, and revenue growth.
• Act as a trusted advisor to key manufacturing clients, aligning solutions with their business needs and goals.
• Define and monitor success KPIs (e.g., NPS, renewal rates, adoption levels).
• Conduct executive business reviews and ensure proactive engagement with strategic accounts.

Customer Service Management

• Lead and manage a team of
  Customer Service Managers, and Representatives
  .
• Oversee day-to-day operations of the customer service function, ensuring timely and effective handling of inquiries, complaints, and service requests.
• Establish and monitor
  service-level agreements (SLAs)
  and performance metrics (response times, resolution rates, customer satisfaction scores).
• Implement best practices, process improvements, and digital tools to enhance customer service efficiency.
• Serve as the
  final escalation point
  for complex customer issues, coordinating with cross-functional teams to ensure resolution.
• Develop training and coaching programs to build skills, product knowledge, and customer-centric behaviors within the team.

Cross-Functional Collaboration

• Partner with Sales, Manufacturing, Quality, and Product teams to ensure seamless onboarding, implementation, and ongoing support.
• Provide structured feedback to Product Development and Operations teams based on customer insights.
• Collaborate with Finance on billing, contract renewals, and dispute resolution.

Team & Performance Leadership

• Build, lead, and inspire a
  high-performing Customer Success and Customer Service organization
  .
• Define career paths, succession planning, and talent development within both functions.
• Promote a customer-first culture across the business.

Reporting & Continuous Improvement

• Prepare executive reports on customer satisfaction, retention, churn risk, and service performance.
• Identify trends and root causes of recurring customer issues and drive systemic improvements.
• Champion continuous improvement initiatives across customer-facing operations.

Qualifications

• Bachelor's degree in Business, Engineering, Manufacturing, or related field; MBA preferred.
• 10+ years of experience in
  customer success, customer service, or account management
  , with at least 5 years in a leadership role.
• Proven background in managing both
  strategic customer success initiatives and operational customer service teams
  .
• Strong understanding of manufacturing, supply chain, or industrial environments.
• Semi industrial experience will be a plus.
• Excellent leadership, communication, and conflict resolution skills.
• Familiarity with CRM systems, customer feedback platforms, and other relevant technologies.
• Ability to travel as needed.

Desired Competencies

• Customer-first mindset with strong business acumen.
• Analytical and data-driven, with the ability to translate insights into actions.
• Skilled in managing both strategic client relationships and high-volume service operations.
• Collaborative leader who can align cross-functional teams around customer priorities.

Additional Information Regarding Position:

• Must be willing to work in
  Kulim High Tech Park, Kedah.