Senior Director - Customer Success - APAC

Job Description:

Role & Responsibilities:

- Build, mentor, and manage a geographically distributed CS team across multiple APAC markets.

- Develop and execute region-specific customer success strategies that account for diverse market needs, cultural nuances, and business environments.

- Establish scalable processes and playbooks that drive consistent customer outcomes across the region.

- Drive seamless onboarding experiences, accelerate product adoption, and maximize customer lifetime value.

- Identify expansion opportunities and collaborate with Sales to drive net revenue retention.

- Champion customer advocacy programs to generate references, case studies, and testimonials specific to APAC markets.

- Proactively manage renewals and mitigate churn risks through data-driven health monitoring.

- Partner with Product, Sales, and Support teams to be the voice of APAC customers.

- Influence product roadmap based on regional market requirements and customer feedback.

- Ensure seamless handoffs and coordinated customer experiences across all touchpoints.

- Leverage CRM and analytics tools (e.g., Salesforce, Gainsight, HubSpot) to maintain accurate health metrics and forecasts.

Preferred Candidate Profile:

- 12+ years in Customer Success, Account Management, or Strategic Consulting with at least 5+ years leading CS teams in a senior leadership capacity.

- Experience managing strategic enterprise accounts ($500K+ ARR) in B2B SaaS or enterprise technology companies.

- Strong domain knowledge in Supply Chain Management, Logistics, or related industries (e.g., procurement, warehouse management, transportation).

- Experience operating in Southeast Asia (SEA) and additional exposure to India and/or Middle East markets is highly preferred.