Head of Customer Success

Company Description Stellar AI is a Singapore-based Artificial Intelligence and management consultancy firm specializing in AI voice bots, chatbots, and customer engagement solutions. The company focuses on helping organizations enhance customer interactions through intelligent automation and data-driven strategies. Stellar AI combines technical expertise with advisory services to deliver practical, scalable solutions for modern customer experience needs. The team engages actively with the broader AI community and shares updates and insights through social channels such as Facebook and Twitter. Candidates joining Stellar AI can expect to work in an environment that values innovation, client impact, and continuous learning.
Role Description The Head of Customer Success is a full-time, hybrid role based in Singapore, with flexibility for some work from home. This role oversees the customer success function, ensuring clients achieve their desired outcomes with Stellar AI's voice bot, chatbot, and engagement solutions. Day-to-day responsibilities include leading and mentoring the customer success team, developing customer success strategies, and monitoring key metrics related to satisfaction, retention, and account health. The role involves building strong relationships with clients, conducting regular business reviews, identifying upsell and cross-sell opportunities in collaboration with sales, and coordinating with product and technical teams to resolve customer issues. The Head of Customer Success will also refine processes, implement best practices, and represent the voice of the customer in internal decision-making.
Qualifications

• Demonstrated ability to drive high levels of Customer Satisfaction and Customer Retention, with a track record of improving customer outcomes.
• Strong Analytical Skills to interpret customer data, usage patterns, and success metrics, and to translate insights into actionable strategies.
• Excellent Communication skills, including clear written and verbal communication, stakeholder management, and executive-level presentations.
• Proven Account Management experience managing key or strategic accounts, preferably in B2B SaaS, AI, or technology services.
• Experience leading and developing customer success or account management teams, with inclusive, performance-oriented leadership.
• Familiarity with customer success tools, CRM platforms, and data dashboards; comfort working with cross-functional product and engineering teams.
• Bachelor's degree in Business, Management, Technology, or a related field; an advanced degree or relevant certifications in customer success or CX are a plus.
• Background in AI, software, or consulting environments, and prior experience in the Singapore or regional APAC market is advantageous.