Customer Success Leader - ERP, SBD

About the Role 

Reporting to the Customer Success Director for ERP, you will lead the Regional Customer Success team for our SBD Software Company, covering Professional Services, Customer Success Management, and partnering with support and renewal teams, serving clients across your region. The role will cover either APAC or EMEA with the two leaders being closely aligned in order to enable a consistent way of working and experience for our customers. 

The SBD portfolio is currently Mintsoft, Prospect CRM, Unleashed, and Tradify, but additional products may be added through future acquisitions.

Strategic Leadership & Partnership 

• Form a strong partnership with the SBD GM and the SBD leadership team, serving as a trusted advisor on customer strategy, market insights, and business performance 

• As a key member of the SBD senior leadership team, contribute to SBD strategy and business planning, ensuring customer-centricity drives all decisions 

• Partner strategically with Product & Engineering, Marketing, Sales, and GTM teams to develop integrated customer strategies that maximise business growth, product adoption, and expansion 

Team Leadership & Excellence 

• Build and lead a Customer Success team of experienced and highly capable individuals and team leads across Professional Services/Onboarding and CSM who understand customer desired outcomes, technical landscapes, and business goals 

• Drive innovation across the customer success organisation, leveraging Digital and AI capabilities to reimagine how we operate and deliver value 

• Foster a high-performance culture within your team, developing customer success expertise and leadership capabilities while ensuring the right talent mix to deliver exceptional customer outcomes 

Business Impact & Growth 

• Deliver measurable business outcomes including revenue retention, expansion, customer lifetime value optimisation, and operational efficiency gains. Metrics would include GRR, NRR, CSAT, TTV, NPS and eNPS 

• Grow a team of Customer Support and Customer Success agents based in our GOCs 

• Partner with sales leadership to support pre-sales growth and to ensure a seamless customer journey from acquisition to expansion 

• Define and optimise the customer lifecycle, leveraging technology and AI-enabled capabilities to standardise and scale interventions for each journey point while developing customer segmentation strategies 

Innovation & Process Excellence 

• Drive adoption of self-help and modern support strategies, specifically Digital and AI, to reduce customer effort, improve experience, and optimise operational efficiency 

• Collaborate with Product, Engineering, Support and Central CS teams to continuously evolve self-support journeys and automated customer success touchpoints 

• Analyse operational data to identify trends, inefficiencies, and opportunities to transform traditional support models into proactive, AI-enabled customer success experiences 

• Champion the voice of the customer internally, ensuring feedback drives continuous improvement across all customer-facing functions 

• Propagate customer success-focused thinking into all areas of the business, serving as a centre of excellence and champion of the customer