Head of Global Customer Success and Operations

• Own the complete customer success lifecycle across global operations.
  


• Oversee onboarding, activation, engagement, retention, and escalation handling for enterprise customers.
  


• Build, coach, and assess customer success teams against clear performance metrics.
  


• Uphold SLA commitments across onboarding, support, and operational workflows.
  


• Partner with Product, Operations, Logistics, and fintech partners on cross-functional delivery.
  


• Track customer engagement metrics and introduce measures that improve them.
  


• Strengthen customer satisfaction, retention, and long-term customer relationships.
  


• Facilitate KYC/CDD and compliance-related workflows where required.
  


• Refine customer success processes, operational efficiency, and service delivery standards.
  


• Sustain CRM hygiene and reporting accuracy across customer operations.
  

Requirements

• 15 or more years of experience in customer success, customer operations, customer support, or comparable leadership roles.
  


• Proven record managing international customer processes and enterprise stakeholders; exposure to maritime, fintech or payments, SaaS, or industrial workforce solutions is an advantage.
  


• Working knowledge of CRM and support platforms such as Salesforce, HubSpot, Freshdesk, or Jira.
  


• Strong leadership, communication, and team management skills, with the capacity to run large-scale customer operations independently in a fast-paced environment.