Customer Success Director - Korea

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.

Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.

When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers. 

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

Job Description

• You will be leading our rockstar Partner Success team in Korea & Japan
• Provide strategic direction to the team proactively on a daily basis to accurately assess the gaps and opportunities in accounts and navigate strategies and solutions necessary to ensure partner retention
• Guide our Partner Success team members on their career and personal development to ensure team growth and retention
• Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client
• Establish a trusted adviser relationship that ensures our customer's overall satisfaction with our services and technology
• Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues
• Make sure our clients are utilizing our technology at their best so that we can fully provide them our world-class service. You’ll monitor and facilitate the customer's adoption of our technology
• As part of the managerial team, you will work closely with our global enablement teams to ensure that we are rolling out initiatives that are in line with company-level OKRs and give active feedback on the strategic direction of the company, particularly in the key metrics of partner satisfaction, retention, and growth

What we expect from you:

• Proven work experience in a customer-oriented position (minimum 4-5 yrs), preferably in the B2B SaaS domain
• Experience with marketing technology is a plus
• Minimum of 2-3 years experience in leading a team
• Solid understanding of basic web concepts and digital marketing (metrics)
• Strong strategic approach to client retention and ability to navigate complex enterprise environments
• To show us that “you’ve got what it takes” to collaborate and build strong relationships with customers, especially at the executive level
• Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills
• Ability to be process-driven and methodological in identifying the right focuses based on key gaps and opportunities for both partners and the team
• To be a self-motivated and savvy tech bug, always in search for savvy solutions and ideas to improve our relationship with our partners and the effectiveness of our Partner Success team
• To cherish one of our core ethos: Care. For both our partners and the team
• Ability to maintain a positive attitude personally and motivate the team in a fast-paced environment
• Passion to make a difference in the lives of both marketers and the growth of our Partner Success team members

Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?)

• We offer many hard and soft skills training to help you improve and challenge yourself thanks to our Learning & Development team.
• You’ll have access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
• You’ll have space to share your skills through training and workshops if you wish. Sharing is caring!
• We’ll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you want.
• You’ll have a chance to work in an international, diverse and inclusive environment
• You’ll be part of an industry that’s shaping the future of customer experiences. Still not sure? Just ask Google. 
• You’ll be part of one of the most caring communities out there.

Now, a little bit about us:

• Insider is an integrated Growth Management Platform for digital marketers, but we’re also known as data-geeks, trailblazers, or entrepreneurs. Our mission is to help marketers and brands across the globe deliver hyper-personalised customer experiences in multiple online channels. Insider simplifies the life of digital marketers and helps them drive growth for their brands, with zero marketing waste. Here’s a little list with some cool things about us:
• We’ve been featured in the Gartner Magic Quadrant for Multichannel Marketing Hubs 2020 and became the #1 leader on G2Crowd’s Mobile Marketing Software Grid with a 4.7/5 rating based on 100% user reviews, 14 quarters in a row.
• Our new category (Growth Management Platform) was backed by Sequoia Capital, one of the world's most prestigious venture capital funds, and we’ve closed our Series C round in a round led by Riverwood Capital.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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