Customer Success Manager Team Lead - APAC Region

Company Overview

Winnow tackles the enormous global issue of food waste, valued at over $1 trillion and impacting more than 1% of the world's GDP. Established in London in 2013, Winnow leverages innovative internet of things technologies to help hospitality venues significantly reduce waste. Operating across more than 90 countries with offices situated in London, Dubai, Singapore, Cluj-Napoca, and Chicago, Winnow works with a prestigious client list including Accor Hotels, IKEA, IHG, Marriott, and Compass Group. Customers achieve substantial pre-consumer food waste reductions typically between 50% and 70%, resulting in food cost savings of 3% to 8% and a profitability boost exceeding 40%.

Winnow’s cutting-edge AI-driven Winnow Vision technology has received international acclaim, including accolades at the World Economic Forum and high praise within the foodtech industry. The company culture emphasizes purpose, collaboration, transparency, bold action, and a deep respect for food and sustainability.

Role Summary

This position offers an exciting opportunity to lead the APAC Customer Success team spanning Singapore, China, and soon expanding into Malaysia and the Philippines. The Team Lead will manage both a personal portfolio of clients and guide the broader regional customer success strategy to ensure performance targets and client satisfaction metrics are achieved. Reporting to the APAC Managing Director, the role involves close collaboration across product, support, and data teams to maximize regional growth.

Key Responsibilities

• Provide leadership, coaching, and development for the APAC Customer Success team, fostering an accountable and innovative culture.
• Oversee and grow a portfolio of strategic client accounts within the APAC region, driving retention, customer satisfaction (NPS), and product adoption.
• Minimize churn and identify upselling opportunities by cultivating deep relationships with client decision-makers.
• Develop and execute actionable quarterly and annual plans aligned with Winnow’s regional strategy.
• Collaborate cross-functionally with Sales, Marketing, and Product to ensure seamless client success delivery.
• Deliver monthly performance reporting to the APAC Managing Director with actionable insights.
• Act as the client advocate internally, ensuring feedback drives continuous improvement in products and services.
• Support clients in establishing governance frameworks for timely and insightful performance reporting.
• Travel to client sites approximately 20% of working time.

Candidate Qualifications

• Degree-level education.
• Extensive experience in client success, account management, project management, or consulting ideally within multinational companies.
• Proven track record of managing and developing teams across multiple countries or markets.
• Hospitality or SaaS industry experience is preferred.
• Proficient in standard office software including Microsoft Office and Google Suite.
• Fluent in English; proficiency in Mandarin is advantageous.

Personal Attributes

• Skilled in empathetic coaching, team motivation, and performance management across diverse cultures.
• Data-driven decision maker capable of using analytics to drive team and portfolio performance improvements.
• Comfortable adopting AI technology for both team efficiency and delivering client value.
• Innovative thinker who challenges existing processes to improve customer service excellence.
• Detail-oriented with a strong focus on accuracy in data and reporting.
• Excellent organizational abilities including project management and time prioritization.
• Proactive and initiative-taking with a growth mindset and willingness to support team members.

Benefits Package

• Access to company stock options.
• Eligibility for performance-based customer success bonuses.
• Partially subsidized health and eye care insurance.
• Life insurance coverage equaling three times the base salary.
• 22 days annual paid leave plus national holidays, with an option to purchase an additional 5 days.
• Annual learning and development allowance of SGD 500.
• Monthly wellness allowance of SGD 76 (gross).
• 24/7 Employee Assistance Program for wellbeing support.
• Hybrid work model requiring office presence on Tuesdays and Wednesdays.
• Early Finish Fridays: finish work at 3 PM upon task completion.
• Modern office environment fostering a committed and passionate team culture.
• Opportunity to contribute to a meaningful mission addressing global food waste.