GM/Director - Customer Success

Position Overview:

We are seeking a dynamic and experienced individual to lead our APAC Customer Success (CS) team at KNOLSKAPE. The ideal candidate will play a pivotal role in ensuring our customers achieve their desired outcomes through our learning simulations and wraparound services. This role will involve both commercial and non-commercial activities to drive customer satisfaction, retention, and overall success.

Key Responsibilities:

Commercial Activities:

1. Customer Engagement and Retention:

Oversee the development and maintenance of strong customer relationships.

Ensure CSMs are effectively managing customer accounts and addressing their needs.

Develop and implement strategies to improve customer retention and reduce churn.

1. Support and Problem Resolution:

Act as an escalation point for c...