Customer Success Lead - APAC

Singapore or AustraliaFull-TimeLead

Salary not disclosed

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Job Details

Languages: English, Mandarin or Japanese (bonus)
Experience: 10+ years of experience in Customer Success or post-sales roles within SaaS, 8+ years of direct people leadership experience
Required Skills: Salesforce

10+ years of experience in Customer Success or post-sales roles within SaaS.
Experience with accounts in APAC regions.
Deep understanding and experience successfully managing customer relationships within the APAC region.
Demonstrated technical acumen with the ability to upskill and enable the team.
8+ years of direct people leadership experience managing CSMs, driving team quota, and developing talent.
Passion for developing people and building a high-performance, feedback-driven culture.
Strong player-coach mindset: comfortable managing key accounts directly while leading others.
Demonstrated success in exceeding renewal, expansion, and NRR goals.
Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment).
Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes.
Strong builder mindset - thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset.
Fluent in English.
Second language (Mandarin or Japanese) a plus.
Hands-on with GTM tools (Salesforce, Gong, Sigma, Clay) (bonus).
Excited about building with AI Native tools like Claude, Lovable and n8n (bonus).

Lead, coach, and develop a high-performing CS team across APAC (ANZ, Japan, Korea, South + North Asia).
Own team and regional NRR performance, customer retention, and expansion goals.
Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.
Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.
Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.
Monitor and optimize delivery quality across all accounts, implementing scalable processes.
Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.
Own the ongoing development and optimization of best practices for Enterprise, Commercial and Scale playbooks.
Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate.
Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.
Partner with APAC GTM & cross functional leadership to align organizational objectives and drive cross-functional initiatives.

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