Director, Customer Success, APAC



Customer Service, Sales & Business Development
Boston, MA, USA
Posted on Tuesday, October 4, 2022

Circle is a financial technology company at the epicenter of the emerging internet of money, where value can finally travel like other digital data — globally, nearly instantly and less expensively than legacy settlement systems. This ground-breaking new internet layer opens up previously unimaginable possibilities for payments, commerce and markets that can help raise global economic prosperity and enhance inclusion. Our infrastructure – including USDC, a blockchain-based dollar – helps businesses, institutions and developers harness these breakthroughs and capitalize on this major turning point in the evolution of money and technology.

What you’ll be part of:

Circle is committed to visibility and stability in everything we do. As we grow as an organization, we're expanding into some of the world's strongest jurisdictions. Speed and efficiency are motivators for our success and our employees live by our company values: Multistakeholder, Mindfulness, Driven by Excellence and High Integrity. Circlers are consistently evolving in a remote world where strength in numbers fuels team success. We have built a flexible and diverse work environment where new ideas are encouraged and everyone is a stakeholder.

What you’ll be responsible for:

Circle is looking for a Director to sail the maiden voyage of Customer Success in APAC. As the first post-sales hire in the region you will strategically drive the productivity, effectiveness, and scalability of our Customer Success efforts. You will work to localize the customer experience in the region by migrating current APAC customers from US management while also onboarding net new APAC customers, while you slowly ramp up and build out a regional team of CSMs. You will lead our customer success team in scaling, training, and executing on strategy to achieve a high level of customer satisfaction, expanded product usage, and strong net retention.

What you'll work on:

  • Working to identify opportunities and design/implement solutions for process improvements, as well as improvements to tooling and analytics. Help lead and optimize the CS ecosystem of tools, processes and enablement by working closely with our systems team to scope business requirements with CS stakeholders and guide implementation of new tools and features.
  • Leading cross-functionally to drive customer success.
  • Clarify ownership for each part of the journey.
  • Gather feedback from other departments, including Sales, Legal, Compliance, Risk, Treasury and Product Marketing.
  • Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those.
  • Create company-wide customer feedback loop and disseminate key findings to appropriate stakeholders.
  • Driving alignment with Sales, Compliance, Risk and Legal (all pre sales teams determining customer expectations and journey) while optimizing for Customer Journey.
  • Define CSM involvement during sales cycle.
  • Define and optimize customer journey by building a 360 degree feedback loop.
  • Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, “listening” points (e.g. on usage, NPS), and others.
  • Personally manage escalations from each customer vertical, and follow a methodical escalation process to execs iterating on EWS(early warning system), escalation paths, key customer risk analysis, etc.
  • Driving true value for customers.
  • Focus equally on TTV and LTV optimization driving to identify and measure every customer by outcome realization, success and growth.
  • Find ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor.
  • Determine how to define, drive, and demonstrate the value (ROI) delivered.
  • Share feedback and intelligence with the Product and Development teams to identify new potential features/functionality and influence our product roadmap.
  • Partner with Account Executives, and Revenue Leadership, taking a lead role to ensure excellent customer experience, seamless handoff and commercial alignment.

You will aspire to our four core values:

  • Multistakeholder - you have dedication and commitment to our customers, shareholders, employees and families and local communities.
  • Mindful - you seek to be respectful, an active listener and to pay attention to detail.
  • Driven by Excellence - you are driven by our mission and our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity and you work intensely to achieve your goals.
  • High Integrity - you seek open and honest communication, and you hold yourself to very high moral and ethical standards. You reject manipulation, dishonesty and intolerance.

What you’ll bring to Circle:

  • 12+ years of experience in a customer success, account management, or relationship management function.
  • 5+ years of people management experience at a high growth B2B SaaS or Fintech organization.
  • People leader at heart - you love mentoring, leading and contributing to the professional development of those around you.
  • You have a high level of intellectual curiosity.
  • You see opportunity and growth in learning more and continuously improving processes, yourself and your team.
  • Deep commitment to a “win-win” mindset that will allow us delight customers, while driving product adoption and additional commercial value.
  • Ability to manage multiple people/accounts/priorities at a time – organization, time-management, and attention to detail are critical.
  • Expertise in project and team management (managing capacity, budget, addressing project issues/delays, stakeholder management, operational efficiencies).
  • A drive to learn and be curious, with the desire to understand our customers’ problems and goals and then effectively drive and manage outcomes.
  • Desire to work cross-functionally with other leaders to grow the business.
  • Fluency in Mandarin and/or Cantonese preferred because of business with Taiwan.
  • Experience/familiarity with Slack, Apple MacOS and GSuite.

We are an equal opportunity employer and value diversity at Circle. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Additionally, Circle participates in the E-Verify Program in certain locations, as required by law.