Head of Global Customer Success - Strategic Accounts

ATI is a fast-growing optical connectivity company serving the rapidly expanding AI and cloud data centre markets. We develop and deliver high-speed optical connectivity solutions for some of the world’s leading hyperscale customers.

With operations across Asia and North America, ATI integrates technology development, manufacturing, supply chain and customer-facing capabilities to support Tier-1 customers at global scale.

We are establishing a Global Customer Success Centre in Singapore to serve as a critical bridge between our strategic customers and global operations. The Centre provides dedicated, high-touch support to ATI’s most important customers, coordinating closely with supply chain, manufacturing, quality, engineering and logistics teams to ensure customer requirements are executed effectively.

In hyperscale AI data centres, where deployment timelines are tight and requirements evolve quickly, customer success requires proactive communication, strong coordination and end-to-end ownership of commitments.

Our Singapore team will play a central role in enabling ATI to respond faster, communicate more clearly and execute more reliably as we scale with the world’s leading AI infrastructure companies.

At ATI, our ambition is not only to supply optical products, but to become a trusted connectivity partner to the companies building the world’s most advanced AI infrastructure.

Core Responsibilities

Global Customer Success Leadership - Lead ATI's Global Customer Success function and establish the operating model, processes, standards and service culture required to support Tier-1 hyperscale, AI data centre and other strategic customers globally.

Executive Customer Relationship Management - Build and maintain senior-level relationships with key customers, complementing the day-to-day relationships managed by individual Customer Success Managers. Act as the senior escalation point for critical customer issues and ensure ATI is viewed as a responsive, reliable and trusted strategic supplier.

Customer Success Strategy & Service Standards - Define what world-class customer service means for ATI, including communication standards, response expectations, escalation protocols, account governance and performance reporting. Drive consistency across customers while recognising that strategic accounts may require differentiated service models.

Team Leadership & Capability Building - Recruit, develop and lead a high-performing Global Customer Success team. Establish clear account ownership, responsibilities and performance expectations, while coaching team members to exercise judgement, take ownership and resolve issues effectively.

Cross-Functional Operational Leadership - Serve as the senior customer advocate across Sales, Demand Planning, Supply Chain, Manufacturing, Quality, Engineering, Logistics and Finance. Ensure customer priorities are understood internally and drive coordinated action when business functions need to work together to meet customer commitments.

Demand, Capacity & Customer Risk Management - Maintain senior-level visibility of customer forecasts, backlog, capacity constraints, inventory, allocation and delivery risks across strategic accounts. Identify emerging supply-demand gaps and customer risks early and work with relevant functional leaders to establish mitigation plans.

Executive Escalation & Crisis Management - Take leadership of major customer escalations involving supply shortages, quality issues, delivery failures, sudden demand changes or other critical situations. Establish clear ownership, communication cadence, recovery plans and executive visibility until resolution.

Customer Performance & Business Reviews - Establish customer-success KPIs and account scorecards covering areas such as delivery performance, forecast alignment, backlog, responsiveness, issue resolution and customer satisfaction. Lead or participate in regular executive business reviews with major customers and ATI leadership.

Continuous Improvement & Scalability - Use customer feedback, operational data and recurring issues to identify systemic weaknesses and drive improvements across ATI. Develop processes, systems and tools that allow the Customer Success organisation to scale as ATI's customer base and business complexity grow.

Qualifications & Experience

• Bachelor's degree in Business, Engineering, Supply Chain, Operations or a related discipline, or equivalent relevant experience.
• 10+ years of relevant experience, ideally in customer success, account operations, supply chain, commercial operations or strategic account management within technology, electronics, semiconductor, optical communications, data centre infrastructure or a similar B2B environment.
• Demonstrated experience leading teams serving large, demanding global B2B customers, preferably hyperscalers, cloud service providers, major OEMs or other Tier-1 technology companies.
• Strong understanding of the end-to-end order-to-delivery process, including forecasting, demand planning, production, inventory, allocation, logistics and customer delivery.
• Proven ability to operate effectively in high-pressure and rapidly changing environments, including major customer escalations, supply constraints and competing priorities.
• Strong cross-functional leadership and influencing skills; able to drive outcomes across functions even where those functions do not report directly to the role.
• Strong executive communication skills and the credibility to interact with senior customer stakeholders and ATI leadership.
• Highly analytical and comfortable using operational data, KPIs and customer metrics to identify risks and drive decisions.
• Strong organisational judgement: able to distinguish between issues that the team should resolve independently and issues requiring senior management intervention.
• Experience building or scaling a customer-success/customer-operations organisation would be particularly valuable.
• Strong written and spoken English; Mandarin would be advantageous given the need to coordinate closely with ATI's China-based operations