lectrasa
Date: Sep 7, 2026
Seoul, KR
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Lectra Korea
Customer Care Director
INTRODUCTION
We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3,000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?
For more information, please visit www.lectra.com.
WHY IS THIS AN EXCITING OPPORTUNITY?
Growing environment with ability to develop within a highly qualified team
Working in a multi-cultural team and international company
Working with well-known products and with very good references in this market
Competitive compensation and benefits
POSITION SUMMARY
What is the idea behind Customer Success? It is not about the customer being happy or satisfied. Rather, the customer must be successful with the product or service by maximizing OEE performance of our solution offers. Success in this sense means that the expectations that the customer has about the product/solution are fulfilled. This usually can only be achieved if the entire organization is geared towards enabling the customer to obtain the maximum benefit from the product.
Successful customers do not quit, but satisfied customers might. Feeling good through customer orientation is not enough. The product has to support the customer's goals, for example by increasing revenues or productivity. Then the risk for the customer to replace the product with a competitor's offer is clearly too high.
KEY RESPONSIBILITIES
Drive Customer Success Outcomes by maximizing our customer satisfaction with OEE improvements,
Increase renewal rates and reduce churn
Expand our revenue in accounts through cross-sell and up-sell
Influence future value through higher product adoption and customer satisfaction
Drive new business growth through greater advocacy and reference-ability
Strong collaborate with other teams within Lectra group.
Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in journey (e.g., usage, satisfaction, etc.)
Standardize interventions for each point in journey
Define segmentation of customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in industry
Manage Customer Success Activities
Onboarding
Training
Delivery activities (Professional Services and Customer Care)
Customer Success Management
Renewals
Cross-sell / Up-sell
Advocacy
Manage Service contract activities
Develop strategy for Winback, while continuing high rate of conversion and renewal; objective to maximizing the revenues of service contract (HW and SW).
Develop and maintain relationships with key accounts and promoting quality service and value for money of Lectra Service contract.
Measure Effectiveness of Customer Success
Define operational metrics for team
Establish system for tracking metrics
Create cadence for review within team
Expose subset of metrics to executive team, company and board
Lead World-class Customer Success Team
Recruit experienced leaders for each functional role
Attract high potential individual contributors into team
Create rapid onboarding process for new team members
Foster collaboration within team and across customer lifecycle
Encourage continuous learning within team
Re-structuring existing Professional Services and Customer Care Team in cooperation with Regional President and Corporate Management
Enhance Effectiveness and Efficiency Through Technology
Support systems
Customer marketing software
Reference and advocacy solutions
Customer Success Management platform
Inspire Customer Success Across Company
Create company-wide culture of Customer Success
Align with Marketing around marketing to existing clients
Align with Product around driving product roadmap
Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
Align with Finance around measurement and forecasting
Align with Executive Team around key metrics and objectives
Drive company-wide definition of ideal customer
Create company-wide customer feedback loop
PROFILE
10+ years experience in leading customer-facing organizations or Manufacturing Excellence Team in manufacturing industry, preferably garment or bagpack or footwear manufacturing industry.
OEE Improvement project experience would be a plus
Software/SaaS experience would be a plus
Relevant Bachelor’s or Master’s degree
Experience in business to business activities delivering complex high technological solutions
Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience, industry experience in Fashion/Auto would be a plus
Strong empathy for customers and passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Strong project management skills (forecasting, scheduling, workload management, pool of experts management & development)
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Fluency in English
TRAVEL
The position is based in Seoul
There will be up to 50% of travel to customer sites/Lectra offices
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