"The Customer Success Director is responsible for establishing strategies to drive customer satisfaction to increase retention and lifetime value for the organisation. He/She defines critical success factors for the team and provides advice on the development of client onboarding, engagement initiatives and programs to ensure successful adoption of solutions and realisation of optimal value for the client. He oversees the development of educational resources and case studies, as well as recommendations and action plans to address challenges faced by the client. He leverages relationships with clients to drive opportunities for new business developments and up-selling and cross-selling. He works in a fast-paced and dynamic environment, and visits clients' premises as and when required. He is familiar with client relationship management and sales tools, as well as customer service frameworks and practices. He is knowledgeable of best practices pertaining to the use of the organisation's products and services, and the client's industry and business needs. The Customer Success Director is highly analytical and forward thinking. He keeps abreast of market development and trends including technology disruptions, legislative and regulatory changes. He possesses strong interpersonal and leadership capabilities to influence key stakeholders and develop team members."