Customer Success Lead - APAC
New
This role is remote-first within Singapore or Australia.Full-TimeLead
Salary not disclosed
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Job Details
- Languages
- Must be fluent in English.
- Experience
- 10+ years of experience in Customer Success or post-sales roles; 8+ years of direct people leadership experience
- Required Skills
- SalesforceAccount ManagementCustomer SuccessSaaS
Requirements
- 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally including APAC region experience.
- Deep understanding and experience successfully managing customer relationships within the APAC region.
- 8+ years of direct people leadership experience managing CSMs, driving team quota, and developing talent.
- 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 to identify performance trends, optimize workflows, and forecast outcomes.
- Strong builder mindset: thrive in building from scratch and redefining processes.
- Must be fluent in English.
- Demonstrated technical acumen to enable the team on product capabilities, integrations, and data insights.
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.
- 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.
- 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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