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Seeq is seeking a Director of Customer Success to lead and manage the customer success organization across the APAC region. You will oversee a team of Customer Success Managers and Analytics Engineers, driving customer value realization, governance, escalations, and release planning. The role requires close collaboration with Revenue, Marketing, and Product teams to develop and execute customer success strategies aligned with company goals.
Seeq is a rapidly scaling industrial intelligence platform serving Oil & Gas, Chemicals, Pharma, Power, and process manufacturing industries. The ideal candidate brings experience building and scaling customer success teams and motions within advanced analytics platforms sold into manufacturing environments. You will manage relationships with key customer personas including manufacturing leaders (COO, CMO), IT/OT leaders (CDO, CIO, CTO), and manufacturing subject matter experts (process engineers, production managers, digital transformation leaders).
Key responsibilities include developing and executing customer success strategies that align with Seeq's goals and customer objectives; building and maintaining strong relationships with key customers as a trusted advisor; managing to key KPIs including Gross Retention (GRR), Net Revenue Retention (NRR), and expansion targets; leading, recruiting, and developing a team of customer success managers and analytics engineers; analyzing customer performance data to identify trends and make data-driven recommendations; optimizing customer success processes for efficiency and effectiveness; communicating complex strategies and data to internal teams and external customers; staying informed about industry trends and emerging technologies; resolving customer escalations and conflicts effectively; and fostering cross-functional collaboration with Sales, Marketing, Analytical Engineering, and Operations teams.
REQUIREMENTS:
- 7-10 years of people management experience
- Minimum 10 years experience in Enterprise Software
- Understanding of Enterprise SaaS business motions and customer lifecycle
- Proven customer management skills with enterprise customers
- Experience in process manufacturing industries (O&G, Chemicals, Pharma, Power, MMM)
- Ability to thrive in fast-paced scale-up environment
- Ability to develop working relationships at all levels of management, both internal and external
- Bachelor's degree; MBA or equivalent experience preferred
