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Talon.One is a leading incentives engine platform that unifies loyalty, promotions, and gamification for enterprise customers. The company serves over 250 global brands including Adidas, Sephora, and Carlsberg.
You will lead and scale the Customer Success function across the APAC region, owning overall customer success, retention, and growth. This is a senior, hands-on leadership role where you'll mentor and develop a team of Customer Success Managers while maintaining direct involvement with key enterprise accounts.
Key responsibilities include:
- Leading and developing a high-performing CS team with clear KPIs and career development paths
- Defining and executing a regional strategy aligned with global goals, identifying APAC-specific trends and opportunities
- Partnering with Account Management on renewal and expansion strategies with accurate forecasting
- Collaborating with Technical Account Management, Sales, and Product to ensure customer success and gather feedback for product roadmap
- Improving CS processes, playbooks, and tooling to support regional scale
- Tracking adoption, health scores, and outcomes to proactively manage churn and growth
- Maintaining hands-on involvement with enterprise accounts, translating complex marketing objectives into successful platform outcomes
Required experience:
- 2+ years leading and scaling Customer Success teams
- 5+ years total in CS or Account Management within B2B SaaS
- Strong background in marketing technology (Mar-tech) space
- Experience with enterprise customers on complex, technical products
- Proven track record on renewals, expansions, and data-driven forecasting
- Deep familiarity with APAC market dynamics
- Excellent leadership, stakeholder management, and cross-functional communication skills
- High emotional intelligence and relationship-building ability
- Experience improving processes in fast-growing, international companies
- Ability to thrive in ambiguity and change
Benefits include 30 days annual leave plus birthday/moving day, 1,600 SGD learning budget, 450 SGD home office setup with 75 SGD monthly allowance, 90-day work-from-abroad flexibility, WeWork access, mental health support, and comprehensive health coverage via Cigna.
