Head of Global Customer Success and Operations

Responsibilities

1. Own the complete customer success lifecycle across global operations.
2. Oversee onboarding, activation, engagement, retention, and escalation handling for enterprise customers.
3. Build, coach, and assess customer success teams against clear performance metrics.
4. Uphold SLA commitments across onboarding, support, and operational workflows.
5. Partner with Product, Operations, Logistics, and fintech partners on cross-functional delivery.
6. Track customer engagement metrics and introduce measures that improve them.
7. Strengthen customer satisfaction, retention, and long-term customer relationships.
8. Facilitate KYC/CDD and compliance-related workflows where required.
9. Refine customer success processes, operational efficiency, and service delivery standards.
10. Sustain CRM hygiene and reporting accuracy across customer operations.

Requirements

1. 15 or more years of experience in customer success, customer operations, customer support, or comparable leadership roles.
2. Proven record managing international customer processes and enterprise stakeholders; exposure to maritime, fintech or payments, SaaS, or industrial workforce solutions is an advantage.
3. Working knowledge of CRM and support platforms such as Salesforce, HubSpot, Freshdesk, or Jira.
4. Strong leadership, communication, and team management skills, with the capacity to run large-scale customer operations independently in a fast-paced environment.

Clarence Khoh
R1552376