Regional Customer Success Lead

The Regional Customer Success Lead will be responsible for managing a team of Customer Success Managers, working closely with the Customer Experience Team and Advance.AI’s leadership team to manage a pipeline of High & Medium Touch customers, executing and improving customer retention playbooks, and maintaining a high standard of customer experience to drive sustainable, long-term customer happiness. The role involves driving product adoption, leading a positive customer experience, and driving growth through gross renewals and upselling of products, as well as reducing churn and driving new business growth through developing and maintaining strategic business relationships with customers. The ideal candidate should have relevant work experience in a customer-facing customer success, account management or strategic consulting organization, and demonstrated progressive management experience leading teams in a software company.

• Train, coach, and manage a team of Customer Success Managers
• Manage a pipeline of High & Medium Touch customers
• Execute and improve customer retention playbooks
• Maintain a high standard of customer experience to drive sustainable, long-term customer happiness
• Work closely with the Commercial Team for the regional Account Management organization
• Drive customer outcomes, product adoption, and customer experience
• Define and optimize customer lifecycle by guiding and coaching customers with proactive customer success processes
• Meet with regional customers onsite to discover and understand their needs to help them and drive business value through Quarterly Business Reviews (QBR)
• Influence future lifetime value through product adoption, customer satisfaction, and expansion in upselling and cross-selling and renewals
• Reduce churn and drive new business growth through developing and maintaining strategic business relationships with customers
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Lead a team of Regional Customer Success Managers
• Improve and streamline existing processes within the Customer Success and wider Customer Experience team
• Display an ability to build confidence and trust in your direct reports – coaching and empowering to lead customers’ conversation
• Maintain a high level of team engagement and motivation
• Work closely with other functional teams from Commercial, Product, and Engineering Team
• Identify common customer challenges to suggest better solutions
• Partner closely with other cross-functional team members to translate business needs and product requirements and feedback into new solutions for customers
• Help drive customer references and case studies
• Track customer analytics to understand user behavior and identify potential product features proactively
• Relevant work experience in a customer-facing customer success, account management, or strategic consulting organization
• Working Experience within the Fintech/Banking/Finance/AI Space
• Demonstrated progressive management experience leading teams in a software company
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Strong interpersonal skills and experience building strong relationships
• Experience successfully working with senior (C-level) executives
• Proven track record of highly professional customer service in a fast-paced, dynamic environment
• Experience working with data to extract insights about customer’s API consumption and how this translates to business
• Willing and able to address escalated client issues with speed and urgency
• Fluent in both spoken and written English and Bahasa Indonesia
• Ability to travel if needed

• Relevant work experience in a customer-facing customer success, account management or strategic consulting organization.
• Working Experience within the Fintech/Banking/Finance/AI Space
• Demonstrated progressive management experience leading teams in a software company.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption. Strong interpersonal skills and experience building strong relationships.
• Experience successfully working with senior (C-level) executives.
• Proven track record of highly professional customer service in a fast paced, dynamic environment.
• Experience working with data to extract insights about customer’s API consumption and how this translates to business.
• Willing and able to address escalated client issues with speed and urgency
• Fluent in both spoken and written English and Bahasa Indonesia.
• Ability to travel if needed.