Customer Success Lead – APAC

New

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, 8+ years of direct people leadership experience

Requirements

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 - you 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) a bonus
Excited about building with AI Native tools like Claude, Lovable and n8n a bonus

Responsibilities

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, ensuring consistency, excellence, and predictability in customer outcomes
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, drive cross-functional initiatives, and ensure cohesive execution

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