Senior Manager, Customer Success & CX, APAC

Leadership & Strategy

• Build, coach, and mentor a high-performing international team of Customer Success Managers, Support resources, and Professional Services delivery professionals.
• Lead regional operations as the escalation owner and on-ground decision-maker, with final accountability for localized business decisions and outcomes.
• Develop and execute strategic initiatives for international markets aligned with corporate goals, ensuring scalability and regional relevance.
• Partner with Sales, Support, Product, and Engineering to streamline the customer lifecycle and improve product offerings based on international market feedback.
• Directly manage Customer Success Managers in Australia and Japan.

Professional Services & Operational Excellence

• Oversee international professional services operations, including project management, resource allocation, and custom integration and consulting delivery.
• Foster a seamless Sales-to-Services transition by supporting pre-sales activities, technical scoping, proposal development, and resource planning.
• Implement best practices for project delivery to create consistent, scalable, and repeatable implementation experiences worldwide.

Customer Success & Strategic Growth

• Serve as the senior leader responsible for customer satisfaction, health, and retention within the international strategic segment.
• Accelerate product adoption, minimize churn, and maximize the business value customers derive from the platform.
• Monitor account health and act as the executive point of contact for complex technical or relationship escalations.
• Own relationships with the largest accounts.

Financials & Performance Tracking

• Drive regional revenue through billable services, upsell opportunities, and long-term account expansion.
• Establish and track KPIs including time-to-value, Professional Services utilization, CSAT, net revenue retention, and gross renewals.

Requirements

• 8+ years of experience in Customer Success, Professional Services, or Account Management within the SaaS or telecommunications industry.
• 1–3+ years of people management experience leading a Customer Success or Account Management team.
• Experience supporting multidisciplinary or cross-functional teams; distributed or international team experience is preferred.
• Experience managing complex enterprise clients and delivering high-quality implementation and consulting services.
• In-depth knowledge of CCaaS, UCaaS, and AI.
• Strong understanding of SaaS business models, subscription metrics, and Professional Services revenue management, including scoping, utilization, and margin.
• Exceptional interpersonal, presentation, and negotiation skills, with the ability to build trust with C-level stakeholders globally.
• Proficiency with customer success platforms and CRM tools such as Salesforce, Gainsight, and Zendesk.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field; an MBA or advanced degree is preferred.
• Business-level proficiency in Japanese is strongly preferred.

Compensation & Benefits

• Competitive salary and comprehensive benefits.
• Opportunities for professional growth.
• Access to AI tools, training, and employee perks.