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Customer Success Unit Leader, ASEAN at Microsoft

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

18 Dec, 25

Salary

0.0

Posted On

19 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Cross-Functional Collaboration, Value Realization, Business Outcomes, Stakeholder Engagement, Risk Management, KPI Quantification, Customer Advocacy, Technical Resource Orchestration, Executive Communication, Adoption Roadmap, Decision Logs, Feedback Prioritization, Deployment Management, Revenue Retention, Use Case Documentation

Industry

Software Development

Description

Mission (Purpose) Lead post‑sales value realization and long‑term adoption for a portfolio of strategic customers, orchestrating cross‑functional resources to deliver measurable business outcomes while protecting and expanding ARR. What Good Looks Like (Top Outcomes) * Business outcomes realized for top accounts (documented use cases, quantified impact, executive validation). * Health/adoption leading indicators green for ≥80% of portfolio; targeted recovery plans for at‑risk workloads. * Net revenue retention (NRR) ≥100% with expansion led by realized value and multi‑product adoption. * Executive sponsorship engaged (QBRs/EBRs with actioned decisions) and multi‑threaded stakeholder maps. * Predictable success plans in CRM with clear owners, dates, risks, and ROI hypotheses. * Customer advocacy built (references, case studies, community participation) without compromising trust. Core Responsibilities * Own the Customer Success Plan (CSP) and adoption roadmap; align to customer OKRs and CFO‑level value metrics. * Run structured EBR/QBR cadence; surface risks early; drive decision logs and executive escalations when needed. * Orchestrate technical, partner, and product resources; remove blockers; ensure deployment → usage → value. * Quantify value via KPIs (time‑to‑value, cost avoidance, revenue uplift, risk reduction) and share back with execs. * Champion customer voice to product/engineering; file prioritized feedback tied to impact and prevalence.

Responsibilities

The role involves owning the Customer Success Plan and adoption roadmap while aligning them to customer objectives. It also includes orchestrating resources to ensure deployment, usage, and value realization for customers.