As the Customer Success Lead, you'll lead a team of experienced Customer Success team members across APAC (ANZ, Japan, Korea, South + North Asia). You'll balance people leadership, strategic direction, and hands-on customer impact – driving excellence in post-sales outcomes and ensuring your team consistently delivers measurable value to customers and the business.
You will:
- 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, implementing scalable processes that improve accuracy, visibility, and operational efficiency.
- 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, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves.
- Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums.
- 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 across customer success, sales, and operations teams.
Requirements:
- 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this 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 – fostering confidence in navigating product capabilities, integrations, and data insights to strengthen customer outcomes.
- 8+ years of direct people leadership experience – managing CSMs, driving team quota, and developing talent through coaching and enablement. Passion for developing people and building a high-performance, feedback-driven culture grounded in accountability, learning, and customer impact.
- Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios.
- Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management.
- 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
- Language requirements: Must be fluent in English. Second language (Mandarin or Japanese) a plus
- Bonus: Hands-on with GTM tools (Salesforce, Gong, Sigma, Clay) and excited about building with AI Native tools like Claude, Lovable and n8n
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