Director of Customer Success (Asia&ANZ)

Creatio is a leading provider of business process automation and CRM solutions. We empower our customers with the freedom to own their automation through our unique no-code composable architecture.

With our record-setting pace of growth, we're growing rapidly and loocing for dynamic and ambitious Customer Success Director to join us in driving the future of business technology.

We're growing rapidly and welcome candidates located in Australia, Sydney to join us in driving the future of business technology.

Responsibilities

• Team Leadership: Coach, mentor, and lead a high-performing team of Partner Success Managers, Customer Success Managers, and Customer Success Executives. Foster a culture of both high employee engagement and exceptional performance.
• Metric-driven Success: Take full responsibility for Customer Success outcomes in Asia and ANZ region. Ensure performance against key metrics, including Retention, Expansion, and NPS.
• Adoption and Usage: Drive high adoption and usage of Creatio's platform and products across the region. Ensure customers progress along the Creatio Customer Journey through proactive and prescriptive touchpoints.
• Renewal Strategy: Own the strategy for renewal success, including strategic planning and commercial strategy to maximize revenue retention. Mentor team members in renewal planning and commercial structures.
• Customer Engagement: Participate in customer meetings, serve as an Executive Sponsor for key accounts. Build strong relationships with key leaders and sponsor contacts across the customer base.
• Collaboration: Liaise with functional leaders across Support, Services, Product, and Engineering. Provide support for customer escalations and ensure a cohesive approach to customer success.
• Global Leadership: Contribute as a member of the Creatio customer success global leadership team.
• Compliance and Reporting: Ensure team compliance with renewal planning and customer health updates. Own internal Quarterly Business Reviews (QBRs) as part of the quarterly planning cycle.
• Implementation Support: Monitor and support customer implementations across the region. Ensure projects are on track for go-live success, and provide guidance on proactive risk mitigation actions.
  
  

Requirements

• Experience: 4 years of prior Customer Success leadership experience with strong implementation project experience.
• Commercial Acumen: Demonstrated strong commercial acumen and a collaborative leadership style.
• Industry Knowledge: Experience in SaaS/Cloud Software, with a preference for those familiar with CRM solutions or development platforms.
• Communication Skills: Exceptional executive-level written and verbal communication skills in English.
• Customer Focus: Customer-obsessed with a high level of curiosity about customer needs and expectations.
• Technology Proficiency: Experience with the typical Customer Success technology stack.
  
  

What You Should Expect From Us

• The award-winning product (a Leader in Gartner Quadrants) to be proud of;
• A remote-first hybrid model: while giving plenty of space for concentration and personal working habits, we encourage regular meetings in one of our five hubs worldwide;
• Culture of genuine care, ownership, dedication, and high standards (learn more here);
• A vibrant corporate life: enjoy the opportunity to explore your teammates' cultures in online and offline events, participate in sports competitions, enjoy art master classes, and create your new favorite memories at our parties;
• Caring for your health: Creatio offers several options for medical insurance together with our medical partner;
• Creatio offers all team members competitive pay;
• Paid leave options for life-qualifying events, sicknesses, etc;
• Nice and modern hub in the London city center to get acquainted with colleagues or to gain some quiet space for concentration.