As Director, Customer Success you will have the unique opportunity to work alongside the Global VP, Customer Success to shape and define this function at Neara with a focus on the APAC region.

You will be responsible for identifying opportunities for upselling and leveraging data to discover insights, learn, implement improvements, and educate our customers on how to maximize the value of our software. Your role will involve immersing yourself in the utilities industry, gaining in-depth knowledge, and integrating that knowledge into Neara's existing network.

Some of the things you will contribute to:

• Lead the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
• Ensure customer projects are well planned, managed and executed. This includes ensuring we have a clear, robust and pragmatic project delivery approach and that customer projects are delivered on time, in line with customer expectations and to budget.
• Add value to customer relationships and drive the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within your team.
• Create an optimized & data-led model of the customer lifecycle, then making sure all internal stakeholders are aligned on it.
• Determine the metrics, health scores, and KPIs relevant to each account for the APAC region.
• Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
• Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.
• Relationship management across the entire CS team, helping others on the team maintain and improve their customer relationships.

Some attributes we highly regard:

• Proven experience in a customer success leadership role within the SAAS industry, preferably with exposure to enterprise accounts and complex customer landscapes.
• Experience with LiDAR based projects
• Experience with powerline design, either distribution or transmission
• Strong analytical skills with the ability to break down data, identify patterns, and derive actionable insights.
• Excellent interpersonal and communication skills, capable of engaging with stakeholders from diverse backgrounds within utility corporations.

Some of the benefits we have an offer:

• Competitive salary & Benefits
• Health, vision, dental insurance
• Excellent PTO Offering
• Flexible hours and working arrangements
• The real benefit is working on a genuinely complex, innovative and industry leading product making a genuine difference in the world around us!