REQUIREMENTS

• Bachelor’s degree in Business, Finance, or related field.
• 8+ years of customer success, account management, or institutional client services experience , ideally in exchange, fintech, or SaaS industries.
• Proven track record of building and leading a customer success function.
• Strong knowledge of institutional client needs within financial services or trading platforms.
• Excellent communication and relationship management skills.
• Data-driven mindset with the ability to design and track performance metrics.
• Fluency in English required; Mandarin proficiency is a plus.
• Based in Singapore, with flexibility to manage regional teams and clients.

ABOUT THE ROLE

We are a fast-growing exchange platform looking for an experienced Head of Customer Success Management (CSM) to build and lead our customer success function in Singapore. The successful candidate will play a key role in driving institutional client engagement, retention, and growth , while establishing scalable processes and a high-performing team.
This is a leadership role reporting directly to senior management, with the mandate to transform customer success into a strategic growth driver for the company.

KEY RESPONSIBILITIES

• LEADERSHIP & STRATEGYBuild and lead the Customer Success Management team in Singapore and across key markets.Define and implement strategies to maximize client engagement, retention, and lifetime value.Partner with Product, Operations, and Sales to deliver seamless client experiences.
• CLIENT ENGAGEMENT & RETENTIONAct as the senior point of contact for key institutional clients.Establish proactive client success frameworks to ensure smooth onboarding, adoption, and retention.Collect client feedback and translate insights into product and service improvements.
• OPERATIONAL EXCELLENCEDevelop KPIs and success metrics to monitor and improve client satisfaction and retention.Build scalable systems, playbooks, and reporting structures for the CSM team.Drive continuous improvement in customer experience through data-driven decisions.
• TEAM DEVELOPMENTRecruit, mentor, and manage a high-performing CSM team.Provide training and coaching to ensure team members deliver consistent client success.Foster a culture of collaboration, accountability, and customer-first mindset.