Director, Customer Success – Technical Account Management

November 11

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Shiji Group

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Hospitality • SaaS • Entertainment

Shiji Group is a global company that specializes in providing integrated technological solutions for the hospitality industry. Founded in 1998, Shiji Group aims to enhance the digital guest experience by offering a network of hospitality systems. With over 5,000 employees across 80+ global offices, Shiji serves a wide range of clients including hotels, restaurants, retail outlets, and entertainment businesses. The company offers a suite of products such as Property Management Systems, Point of Sale solutions, Guest Feedback Management, and Hotel Distribution tools. These solutions are designed to provide ease of use, security, and modern connectivity, enabling businesses to deliver exceptional service to their guests.

1001 - 5000 employees

Founded 1998

☁️ SaaS

📋 Description

• Lead and scale the regional Customer Success & Technical Account Management organization, ensuring consistent delivery of best-in-class service across all regions. • Coach and develop the Customer Success and Technical Account Management team, ensuring a culture of excellence, accountability, and continuous improvement. • Define, execute, and continuously improve strategies that drive customer engagement, adoption, retention, and expansion in alignment with company growth and revenue goals. • Define and oversee the Technical Account Management strategy to ensure customers receive technical guidance, best practices, and solution optimization to achieve their business goals. • Establish and monitor KPIs for customer retention, satisfaction, technical health, system adoption, incident trends, ensuring targets are consistently achieved. • Partner with the Sales, Implementation, Support & Product teams to optimize the roadmap, and ensure product quality and usability as well as customer journey from go live through steady state, ensuring long-term customer health. • Lead and mentor the Customer Success and Technical Account Management teams, fostering a high-performing culture focused on customer adoption, satisfaction, and measurable success outcomes. • Act as an executive sponsor for key global accounts, building trusted partnerships and executive-level relationships to drive retention, upsell opportunities, and overall customer lifetime value, owning customer retention and net revenue goals. • Oversee the resolution of complex escalations, ensuring customers receive best in-class service and rapid problem resolution. • Leverage data-driven insights from customer usage, feedback, and support trends to drive innovation and growth. • Establish global playbooks, escalation paths, and communication standards for customer experiences. • Collaborate with C-level executives, senior leadership, regional teams, key clients, and industry partners, frequently engaging with executive stakeholders both internally and externally to drive strategic outcomes and strengthen relationships.

🎯 Requirements

• Bachelor’s degree in business administration, IT, or related field; or equivalent years of relevant experience. • Minimum 5 years of progressive leadership experience in Customer Success, Support, Service Delivery, or related functions, within a SaaS or technology business, with at least 2 years leading regional or global teams. • Proven track record of driving customer retention and revenue growth. • Strong business acumen with the ability to link customer success strategies to revenue impact using KPI’s, analytics and tools. • Strong negotiation and executive presentation skills, with the ability to influence senior stakeholders. • Strong emotional intelligence with the ability to build trust, foster collaboration, and gain alignment across diverse stakeholders. • Demonstrated success building executive relationships with global enterprise clients. • Bi-lingual in English and Spanish, with excellent written and verbal communication skills, and the ability to engage effectively with both internal and external stakeholders.

🏖️ Benefits

• health insurance • retirement plans • paid time off • flexible work arrangements • professional development