Team Manager, Client Success - APAC
Leads APAC Customer Success teams across enterprise, SMB, and mid-market portfolios, owning retention, renewal, expansion, and executive client relationships. The role requires 10+ years of experience, management expertise, strong commercial judgment, and proficiency with customer success and CRM tooling.
About the job
Responsibilities
- Manage, mentor, and motivate four Client Success Managers focused on strategic APAC accounts, while developing a Customer Success Manager who leads the SMB and mid-market team.
- Lead approximately nine people across enterprise, SMB, and mid-market segments.
- Own retention, renewal, and expansion outcomes across both portfolios.
- Track Renewal, Churn, NRR, and CSAT targets through forecasting, portfolio reviews, and executive business reviews.
- Guide account strategy focused on product usage, adoption, customer health, renewal, and expansion.
- Identify account risks and opportunities and help teams respond effectively.
- Maintain executive relationships with VP and C-suite clients across the APAC portfolio.
- Act as an escalation point for client challenges and represent the client voice to Product, Marketing, and Sales.
- Support team enablement and adoption of new solutions.
- Manage the transition from the outgoing manager and ensure a structured handover at the end of the engagement.
- Maintain and evolve team playbooks for ongoing performance.
Requirements
- 10+ years of experience, including at least 2 years of management experience.
- Proven experience managing enterprise customer portfolios and exceeding retention targets, ideally in SaaS, MarTech, or e-commerce.
- Experience leading or coaching Customer Success professionals, including formal management, team leadership, or player-coach experience.
- Experience managing or developing another people manager is advantageous.
- Experience with the full management cycle, including HPCs, IDPs, hiring, and performance management.
- Demonstrated ownership, problem-solving, and ability to scale solutions with minimal oversight.
- Executive presence and experience managing VP- and C-suite client relationships.
- High emotional intelligence, collaboration, coachability, and strong feedback skills.
- Ability to connect a value proposition to client outcomes and operate across strategic and tactical priorities.
- Exceptional written and verbal communication skills.
- Ability to understand key metrics, use historical data to predict outcomes, and quantify risk.
- Proficiency with modern customer success and CRM tools such as Gainsight, Salesforce, Gong, or equivalent platforms.
- Comfort with defined-scope, defined-timeline engagements; interim, secondment, or leave-cover experience is advantageous.
Nice to Have
- Experience with Fortune 1000 retailers or major consumer brands.
- Familiarity with user-generated content, social commerce, or e-commerce content.
- Familiarity with AI-enabled customer success workflows.
Compensation
- Defined 12-month engagement covering maternity leave.
Skills
Customer Success, Gainsight, Salesforce, Gong, Staircase Ai, Portfolio Management, Renewal Management, Retention, Revenue Expansion, Forecasting, Customer Health, Executive Relationships, SaaS, MarTech, E-Commerce
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