VP of Customer Success

About the Role We are seeking an experienced and driven leader to define and scale Oradian’s Customer Success function across our growing portfolio of enterprise banking and fintech customers. As the VP of Customer Success, you will own the end-to-end customer lifecycle, with responsibility for ensuring customers realize measurable value from Oradian’s core banking platform and remain long-term, commercially successful partners. The role spans strategic relationship management, customer value realization, renewals and expansion, and the development of scalable Customer Success practices suited to complex, regulated, high-growth markets. Key Responsibilities Leadership & Team Development - Lead, coach, and develop a team of Customer Success Managers operating across multiple geographies. - Strengthen the team’s commercial, negotiation, and enterprise stakeholder management capabilities. - Act as a member of the leadership team, ensuring that Customer Success is strategically aligned with company objectives and effectively delivers against the overall business strategy. Customer Value & Adoption - Ensure customers achieve measurable ROI and full adoption of Oradian’s core banking platform. - Drive structured engagement across the customer lifecycle, from post-implementation to long-term partnership. - Support customers through complex change, including digital transformation and regulatory environments. Renewals, Expansion & Commercial Ownership - Own customer renewals, expansion opportunities, and revenue protection across the portfolio. - Forecast renewals accurately and identify upsell and cross-sell opportunities in collaboration with Sales. - Establish and reinforce discipline around commercial conversations, including escalation and collections, enabling CSMs to handle these independently and confidently. Executive Relationship Management - Build and maintain trusted relationships with C-level stakeholders at banks and fintechs. - Act as a senior escalation point for complex customer, commercial, or regulatory issues. - Ensure alignment between customer leadership and Oradian’s strategic direction. Customer Advocacy & Internal Alignment - Translate structured customer feedback into clear inputs for Product, Delivery, and Support. - Advocate for customer needs while balancing scalability, commercial viability, and product strategy. - Partner closely with Sales, Product, Implementation, and Support to a deliver consistent enterprise experience. Customer Success Operations & Scalability - Design and implement scalable CS processes including: Health scoring and risk management, QBR frameworks, Escalation and governance models About You Must-Haves - Extensive experience leading Customer Success in enterprise B2B software environments. - Experience managing a lean CS team and scaling CS practices in hybrid (remote and in-person) environments. - Ability to 'lead by example' and ensure to coach the team to be independent. - Proven ownership of enterprise accounts with annual contract values in the range of €250k – €1M+. - Strong commercial acumen with hands-on experience in renewals, expansion, and revenue protection. - Experience working in a company with approximately 50–250 employees, comfortable with ambiguity and limited resources. Nice-to-Haves - Banking, fintech, or financial infrastructure experience. - Exposure to core banking platforms or regulated financial services environments. - Experience working in emerging markets or dynamic regulatory landscapes. Location: This position is based in Singapore, the Philippines, or Indonesia. We are currently considering applicants who are already located in one of these countries, as relocation assistance is not offered at this stage. About Us Oradian is a highly specialized B2B SaaS company providing cutting-edge cloud-based core banking systems for neo-banks, digital banks, fintechs, and traditional banks in Asia and Africa serving more than 25 million clients across the globe. We are powering scalability, flexibility, and digital acceleration of some of the largest, fastest growing and most innovative financial institutions across these dynamic regions.