Surf Meta Dilk Technology · 19 hours ago
Customer Success Director
United States
Full-time
Remote
Director/Executive
20+ years expSurf Meta Dilk Technology is seeking a Director of Customer Success to develop and execute strategies aimed at improving customer satisfaction, retention, and lifetime value. This role involves managing customer relationships, driving revenue growth, and leading a team of Customer Success Managers while collaborating across departments to ensure a customer-centric approach.
Financial Services
Responsibilities
Develop overall customer success strategies, processes, and service standards
Establish a customer segmentation and operation system (Key Accounts, Enterprise, SMB, etc.)
Promote a customer-centric organizational culture
Design customer journeys and success milestones
Maintain key customer relationships and participate in high-level customer communications
Improve customer renewal rates, expansion rates, and net revenue retention (NRR)
Lead customer health management and risk warning mechanisms
Drive customer success-driven revenue growth strategies
Build and manage the Customer Success Manager (CSM) team
Set team KPIs and performance evaluation mechanisms
Develop customer consulting skills, business understanding, and data analysis capabilities
Establish standardized customer communication and service processes
Work with the sales team to support customer conversion and renewal
Work with the product team to collect customer feedback and drive product optimization
Collaborate with the marketing team to improve customer education and customer experience
Coordinate with support and operations teams to improve service efficiency
Establish a customer success metrics system (CSAT, NPS, Churn Rate, etc.)
Analyze customer behavior data and develop improvement plans
Optimize the use of CRM and customer success tools
Regularly output customer insight reports and business analysis
Qualification
Required
Bachelor's degree or above, preferably in Business Administration, Marketing, or a related field
Over 20 years of experience in customer management, customer success, or customer experience
Over 5 years of team management experience
Excellent customer relationship management and negotiation skills
Strong strategic thinking and business insight capabilities
Data-driven decision-making ability
Familiar with CRM systems (such as Salesforce, HubSpot, etc.)
Strong leadership with cross-departmental influence
Customer-centric and results-oriented
Excellent communication and problem-solving skills
Able to work in a fast-paced environment
Preferred
Experience in SaaS, B2B services, technology, or consulting industries
Company
Surf Meta Dilk Technology
Surfin is a Singapore-based fintech leader specializing in Consumer Finance & Credit Cards, Wealth & Asset Management, Payment & Remittance and Fintech-as-a-Service.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase