Head of Customer Success

Company Description:

Mesinkira.io is revolutionizing how Small and Medium Enterprises (SMEs) manage their business and how financial institutions analyze their impact. Our platform offers a powerful, easy-to-use app for SMEs and a sophisticated impact dashboard that leverages this aggregated data to provide critical insights to banking partners. We are a fast-growing, mission-driven company dedicated to fostering financial inclusivity and sustainable growth across the SME ecosystem.

Role Overview: Head of Customer Success - Report Duty to CEO

We are seeking an exceptional and strategically-minded Head of Customer Success (HCS) to lead our engagement with a unique, dual customer base: our direct SME app users and our strategic banking/financial institution partners utilizing the Mesinkira.io impact dashboard.

This is a critical leadership role that requires a blend of hands-on operational excellence, strategic account management, and a deep understanding of both SME needs and enterprise data analytics requirements.

Key Responsibilities

1. Strategic Leadership & Vision

Define and execute the overarching Customer Success strategy for Mesinkira.io, ensuring alignment with company growth objectives.

Establish and report on key metrics for customer health, retention, churn, and expansion across both SME and banking segments.

Lead, mentor, and grow the Customer Success team, fostering a culture of proactivity, empathy, and data-driven decision-making.

2. SME Customer Success (App Users)

Onboarding & Adoption: Optimize the SME onboarding experience to maximize activation and product stickiness for the Mesinkira.io app.

Voice of Customer (VoC): Systematically gather, analyze, and communicate SME feedback to Product and Engineering teams to drive continuous improvement.

Scale: Develop strategies and processes for efficient, high-quality CS delivery to a large, diverse user base (e.g., in-app support, self-service resources).

3. Banking Partner Success (Impact Dashboard)

Strategic Account Management: Serve as a senior point of contact for key banking and enterprise clients, ensuring their sustained value and ROI from the Mesinkira.io impact dashboard.

Data Utilization: Work closely with partners to understand their data analytics needs (e.g., ESG impact, lending risk, portfolio health) and ensure the dashboard effectively addresses these challenges.

Retention & Expansion: Drive contract renewals and identify opportunities for upselling/cross-selling new features or data modules to enterprise partners.

4. Cross-Functional Collaboration

Partner closely with the Sales team to facilitate seamless customer handoffs and support expansion efforts.

Collaborate with Product to ensure the product roadmap reflects customer needs and to beta test new features. Work with Marketing to develop compelling case studies, testimonials, and user education materials.

Qualifications and Experience

• 7+ years of progressive experience in Customer Success, Account Management, or a client-facing leadership role, ideally within a B2B SaaS environment.
• Proven experience managing both large-scale user populations (B2C/B2B2C) and strategic enterprise accounts (B2B)the dual focus is crucial.
• Deep understanding of the SME financial ecosystem and/or experience working with financial institutions/banks on data analytics, impact, or lending portfolios.
• Exceptional leadership, communication, and presentation skills, with the ability to engage stakeholders at all levels.
• Strong analytical skills, comfortable defining and optimizing CS metrics and processes.
• A Bachelor's degree in Business, Finance, Technology, or a related field (Master's is a plus).

Why Join Mesinkira:

Make a Real Impact: Play a pivotal role in empowering SMEs and driving financial inclusion through data-driven insights.

Leadership Opportunity: Build and shape the entire Customer Success function from the ground up in a high-growth environment.

Innovative Culture: Work alongside a passionate team that values continuous learning, ownership, and innovative problem-solving.

Competitive Compensation: Attractive salary, performance bonuses, and equity options.

If you are a motivated leader ready to tackle the complexities of a dual customer base and drive success across the SME and financial services landscape, we encourage you to apply!

please send your latest CV: [Confidential Information]

Benefits:

• Health insurance
• Maternity leave
• Meal provided
• Opportunities for promotion
• Professional development

Work Location: Kuala Lumpur