Customer Success Lead
Remote-first within Singapore or AustraliaFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 10+ years
- Required Skills
- Data AnalysisSalesforceAccount ManagementCustomer SuccessSaaS
Requirements
- 10+ years of experience in Customer Success or post-sales roles within SaaS.
- Experience with accounts in APAC regions.
- Deep understanding of managing customer relationships within the APAC region.
- 8+ years of direct people leadership experience.
- 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.
- Demonstrated technical acumen.
- Strong builder mindset.
- Fluent in English.
Responsibilities
- Lead, coach, and develop a high-performing CS team, owning 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.
- Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.
- Partner with APAC GTM & cross functional leadership to ensure cohesive execution.
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